My helpdesk staff is insisting that I give them a way to add notes in-line within the main Incident window. So below the Incident Title and Incident Description fields is a New Note field. What the staff wants is whenever someone populates that New Note field and hits Save or Save & Close, a process is fired that adds the note to the Notes collection.
I can easily handle most of this in the process designer:
- Condition: if New Note is null or == " " then Yes (Proceed to #2); else No (process flow returns to the current status)
- Add note whose subject = Incident.Title and whose body = Incident.NewNote.
- Set Incident.NewNote to " "
But the above only works if the user mouses over to the left and clicks on a new action called something like Process New Note (and I can have it automatically run after they perform other actions that they'd be calling anyway like Submit or Add Assignment.
What I can't figure out is how to get the above steps to fire when the user clicks Save. I know I can set up a trigger to fire whenever a record in im_incident is created or updated, but I don't know how to leverage that SQL trigger to instantiate an action within the Process.
I'm on 2016.1 and will be moving to 2016.3 shortly, if that helps.