3 Replies Latest reply on Feb 7, 2018 8:44 AM by clinton.randall

Automatically removing pinned items once ticket is closed

clinton.randall Feb 2, 2018 10:55 AM

We are implementing ISM 2017.2.1 for a customer and they've started playing around with the Watch List functionality. However, the pinned items always stay regardless if the ticket is open or closed. They would like it automatically removed once the ticket is closed. What I'm thinking is the best approach is to delete the My Shelf Item record once the Incident is closed, but I have not been able to find a way to do so.

Has anyone done something similar?

Thanks,

Clinton

1. Re: Automatically removing pinned items once ticket is closed

AlasdairRobertson Feb 2, 2018 11:00 AM (in response to clinton.randall)

Is there is a relationship to MyShelf so you could create a quick action on the Myshelf Items list and delete the entries. Once an Incident is closed a trigger business rule call the delete quick action using the run for child method.

Please test in staging as I haven't and not sure of the full ramifications of doing this.
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2. Re: Automatically removing pinned items once ticket is closed

PaulWalker Feb 2, 2018 1:00 PM (in response to clinton.randall)

Create and "Un-pin" Quick Action in Incident with the "Run for Child" Action Type and then create an action in MyShelfItem called DeleteWatchlist Item. Create a trigger action when Status = Closed that runs the “Un-pin” action.
The ShelfObjectId is equal to the RecId of the Parent object.
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3. Re: Automatically removing pinned items once ticket is closed

clinton.randall Feb 7, 2018 8:44 AM (in response to PaulWalker)

Thanks Paul. I was going down this route and trying to finish it up before I left for the week. This works like a charm.
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