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Create a new action in Process Designer and set the 'Has a window' property to true.
Create a new window under the incident object that has the attributes you need to update. Set this to be the default console window.
Deactivate your process and drag the automatic action (green) from the toolbox - when prompted select the action you created earlier. Then right click on each of the attributes and use the value type option to pass the values you need through.
Save and link the action so that it takes place after you resolve.
This will then take the values entered in the resolution object and add them to your incident.
Thank you for the fast response! The steps provided worked like a charm. I used similar steps to set the fields to Null upon Re-Opening a ticket.
A couple of things we also ended up doing because of our configuration and the specific fields we were bringing over:
- We had window views set so we had to temporarily change one of them so we could launch the new Window.
- When setting the resolution date field we had to use the following calculation. These fields were not available via the calculation window but it still works:
static def GetAttributeValue(Incident):
Value = “”
for Resolutions in Incident.Resolutions:
if Incident.Resolutions != null:
Value = Incident.Resolutions.Latest().CreationDate.ToString()
Great stuff, always happy to help!
If you get chance mark the answer as answered etc. It helps anybody else doing something similar to find an answer quickly.
Have lots of Service Desk fun!!