1 2 Previous Next 15 Replies Latest reply on Sep 7, 2016 8:13 AM by Guy_Walton

    Quick call templates

    Vicky1985 Apprentice

      Hi

       

      We have a large number of quick call templates within the system.  At the moment our analysts access these templates through quick calls link so when they know what the call is about they can decide which to use.

       

      This is causing us a bit of an issue at the moment as the analyst takes the persons details first then gains an insight into what the problem is so they have to repeat work if they realise they can use a quick call. 
      I would like to be able to have a drop down list within a new incident where an analyst can pick from the templates we already have so it pre populates the description field after the user information has been entered.

       

      If anyone know how I could set this up please could you let me know?

       

      Thank you

      Vicky

        • 1. Re: Quick call templates
          wamccoid Specialist

          I have done this in the past for customers.  What you can do is simply make a new reference list business object in System.  Create the attributes you are going to want like Title, Description and so on.  If you want to set user fields and such you will have to reference System-User/Group and so on.  Then relate the new business object with your module (Incident Management->Incident) and put the reference list on the Incident window.  Next you will have to create window copy rules to copy the data.  Last you will also have to relate Class Type so that you can set what the template is for (Incident/Request and so on.)  I would be happy to get you more details but I hope this gets you started.

           

          Thanks,

          Will | Lead ITSM Consultant | Network Consulting Services, inc. | Desktop, Network & Internet Security

          • 2. Re: Quick call templates
            wamccoid Specialist

            Vicky, have you had any luck with this?  if you need any assistance please let me know.  I have configured this for other customers and it can be very handy.

             

            Regards,

            Will

            • 3. Re: Quick call templates
              Vicky1985 Apprentice

              Thank you for the information Will I am going to try to put this in place over the next day or so and will let you know how I get on.

              Vicky

              • 4. Re: Quick call templates
                wamccoid Specialist

                Excellent, let me know how you get along.  For the window rules it is important to note that you want to use the following settings:

                 

                - Uncheck "Always execute rule"

                - check "Overwrite" in the overwrite policy box

                - make sure to leave "Clear target if source is empty" Unchecked.

                 

                Hope all this helps.

                 

                Regards,

                Will

                • 5. Re: Quick call templates
                  Guy_Walton Apprentice

                  Hello Vicky

                   

                  I'm interested if you were successful in getting this configured. we are as our site thinking about setting up something similar.

                  • 6. Re: Quick call templates
                    Vicky1985 Apprentice

                    Hi Guy

                    I have got this working to point there are a few things I'm still trying to do but it does work for filling in the majority of the fields.

                     

                    This is the document I used as I'm still learning LANDesk and need more of a step by step I hope this helps you too.

                    How to populate a record with values from a related object (alternative to using templates)

                    Vicky

                    • 7. Re: Quick call templates
                      wamccoid Specialist

                      Let me know if you guys are running into any snags as I am happy to answer any questions on this.  I create these for a lot of customers and they work very well.

                       

                      Regards,

                      Will | Lead ITSM Consultant | Network Consulting Services, inc. | Desktop, Network & Internet Security

                      • 8. Re: Quick call templates
                        Vicky1985 Apprentice

                        Hi Will

                         

                        We have a self assign tick box on our incident window which has a calculation attached to it this is only shown on the normal template window.  I would like to try to add it to this type of template window however when I do the tick box is greyed out I have tried changing the protection level on the box and it still doesn't work have you ever come across this before I would like some of the templates to be self assign?

                         

                        Thanks

                        Vicky

                        • 9. Re: Quick call templates
                          Vicky1985 Apprentice

                          Hi Will

                           

                          If the above isn't something which can be done its only 1 extra click for the analyst to do to add their name.

                          However I have been working on this today and our teams have categories I have added category to the window and set the rule however this is the only rule I seem to get working it doesn't populate the field any ideas why this might not work?  The rule appears to be set the same as all the other ones that work.

                           

                          Thanks

                          Vicky

                          • 10. Re: Quick call templates
                            wamccoid Specialist

                            For this you will need to create another boolean attribute on your template.  Call it what you like, however, I recommend the same thing it already is to help with confusion.  Then add the new attribute to your template window.  Now it will not be greyed out.  In the window copy rule, you will simply pass the newly created attribute value to your target.  Let me know if you have further questions and let me know how it comes along.

                             

                            Regards,

                            Will

                            • 11. Re: Quick call templates
                              wamccoid Specialist

                              So, this one can be a bit tricky.  What you need to do is relate the category object your want to copy to your template object.  For example, if you want to set the incident category using a template, you would open object designer and drag incident management->category onto your Module->reference list object and then name it Incident Category (name is not important).  now, in your copy rule you will simply use for the source Template->incident category and Target will be Incident management->Category.  Hope this help and let me know how you get along.

                               

                              Regards,

                              Will

                              • 12. Re: Quick call templates
                                Vicky1985 Apprentice

                                Hi Will

                                 

                                Thank you for your reply the self assign worked a treat

                                 

                                The category I have done this already and it is set as you mention above but still isn't working I'm not sure if this is because there is a collection query on the category attribute as only certain categories show up depending on the team which is selected.  Do you know of a way around this?  This is my current window rule.Capture2.PNG

                                 

                                Thanks

                                Vicky

                                • 13. Re: Quick call templates
                                  Vicky1985 Apprentice

                                  Hi Will

                                   

                                  I have been doing a little bit more investigation work and I have found that the category used on the incident window is labeled {category} but the properties name is category title however I cant seem to find this attribute anywhere on incident.  I have attached some screen prints of what I mean I believe may be causing the issue but as the attribute doesn't appear to be listed I am unsure how to get this to work correctly.

                                   

                                  Thanks

                                  Vicky

                                  • 14. Re: Quick call templates
                                    wamccoid Specialist

                                    It is hard to tell from the screen shots, but from the looks of what I see everything is ok.  As long as on your incident window you are using "Category" and not another category attribute created manually (non ootb) this should be good.  Did you by chance create a new category attribute for Team Category?

                                     

                                    Regards,

                                    Will

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