Hello Prajakta, The use case is honestly the culture around here. We have a website that was created in Remedy 7.x era that would basically create incidents for Help Request and mocked up "service request" The website would then put all the user inputs into work logs and that's how the support staff have been looking at tickets for years now.
I haven't had time to work on this yet but I will eventually give it a go. It is currently setup using Summary and Notes fields as intended. ________________________________ From: ARSList <[email protected]> on behalf of Advant, Prajakta <[email protected]> Sent: Wednesday, January 31, 2018 4:48 AM To: ARSList Subject: RE: Adding WorkLog on SRM Submit. Hi, I agree with Carl's suggestions. But would like to understand the use case of mapping such data in the Work info fields at the time of creation. Ideally, work info entries should be added once the request is created. --Prajakta From: ARSList [mailto:[email protected]] On Behalf Of Kevin M Candelaria Sent: 23 January 2018 21:34 To: ARSList <[email protected]> Subject: Re: Adding WorkLog on SRM Submit. Carl, Thanks, that's the route I wanted to take and basically set a qualification to only do this on Self Service reported sources incase someone applies a template to a new incident and the notes fields has some instructions it wont copy over. I will give that a try ________________________________ From: ARSList <[email protected]> on behalf of Carl Wilson <[email protected]> Sent: Tuesday, January 23, 2018 10:43 AM To: 'ARSList' Subject: RE: Adding WorkLog on SRM Submit. Hi, A couple of suggestions: * You can map the values into a Service Request field e.g. SR Type Field 1, and then once the Application ID is returned to the Service Request create the WI via custom workflow. * On creation of the Incident request, have workflow on the interface create form that copies over the notes field into the WI fields to create the WI on submission. Option 2 would be what I would suggest, it would only require a single Filter added to the Interface_Create form to perform this action and set the required WI fields on this form. ---------------------------------------------- Kind Regards, Carl Wilson From: ARSList [mailto:[email protected]] On Behalf Of Kevin M Candelaria Sent: 23 January 2018 14:56 To: ARSList <[email protected]> Subject: Adding WorkLog on SRM Submit. Hello Listers, I am wondering if anyone can point me in the right direction, I have an SRD that creates an incident and I have the user inputs showing up in Summary of the Incident it creates an the notes field. I would like to have that same information instead show up as a worklog, I know at creation it cannot do that but was wondering if anyone has any insight on how I can achieve that. Thanks [Image removed by sender.]<https://urldefense.proofpoint.com/v2/url?u=https-3A__www.avast.com_sig-2Demail-3Futm-5Fmedium-3Demail-26utm-5Fsource-3Dlink-26utm-5Fcampaign-3Dsig-2Demail-26utm-5Fcontent-3Demailclient&d=DwMFAw&c=UrUhmHsiTVT5qkaA4d_oSzcamb9hmamiCDMzBAEwC7E&r=FgItpn9wC4sfG-rcSok5fzxIti4N-hfK3OG3dpieb_A&m=ZKUahOWBt5QL4C-Z3OzQkAJecuTvjxXwa65oXrp0TpA&s=sbsM5Go62or-97Vymn9JT7y70-yZUqUzbyHvXdwYl_E&e=> Virus-free. www.avast.com<https://urldefense.proofpoint.com/v2/url?u=https-3A__www.avast.com_sig-2Demail-3Futm-5Fmedium-3Demail-26utm-5Fsource-3Dlink-26utm-5Fcampaign-3Dsig-2Demail-26utm-5Fcontent-3Demailclient&d=DwMFAw&c=UrUhmHsiTVT5qkaA4d_oSzcamb9hmamiCDMzBAEwC7E&r=FgItpn9wC4sfG-rcSok5fzxIti4N-hfK3OG3dpieb_A&m=ZKUahOWBt5QL4C-Z3OzQkAJecuTvjxXwa65oXrp0TpA&s=sbsM5Go62or-97Vymn9JT7y70-yZUqUzbyHvXdwYl_E&e=>
-- ARSList mailing list [email protected] https://mailman.rrr.se/cgi/listinfo/arslist
