ITSM 764 sp2 The Decision tree functionality in ITSM 764 appears to be almost exactly what is needed in our situation to replace lengthy Word documents. Simply walk a non experienced CSR down a set path. However, the Action Types do not appear to allow for a document (PDF, Word, XLS, etc) to be opened at the final branch. You can attach solutions, known errors and place text in summary/notes field but we want to simply have a document opened. Attaching a solution record could work but it is a little cumbersome to open the related solution and then open a doc attached to the solution.
Is there a way to do this OOTB that I am not seeing or has anyone figured out a work around? Thank you. Frank _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
