3 Replies Latest reply on Mar 18, 2016 10:34 AM by florian1

    Is it possible to display(not edit) the contents of a previously logged Service Request within a new Service Request?

    pugliesj Apprentice

      we have a service request that will allow a self service user to pick a from a subset(through a pick list) of previously logged calls, we want to display the contents of the picked Service Request to the self service user before they save the new request

       

      Does anyone have any ideas?

        • 1. Re: Is it possible to display(not edit) the contents of a previously logged Service Request within a new Service Request?
          elysey Apprentice

          Hmm, tricky one there.  I'm assuming by content you mean the actual Request Offering Details (the details you see under the Parameters tab if you're logged in with an agent view of the system)

           

          Not sure your level of admin knowledge with HEAT, but a couple of things that will be a challenge I think:

          1. The content of the actual request offering details are stored in a different table (relationship to this table is "ServiceReqContainsServiceReqParam")
          2. Details in that table are not as straight forward and not necessarily arranged and presented the same was as the actual request offering. 

          To get some idea regarding the above points, you can add the ServiceReqContainsServiceReqParam relationship as a tab in the Service Request layout.

           

          Although there are the above challenges, it doesn't mean it's compleYou could try the following setup:

          1. Have an HTML field on the ServiceReq business object
          2. Within the workflows in your request offerings, add a step to store all the values of the request offering parameter in an HTML format
          3. In the request offering that you mentioned you want to show the details of a selected user service request, you can then use the HTML field to auto-populate a read only label so they can see the details of the offering. 

           

          Hopefully that works.  Of course - this will only work for new service requests that has been logged moving forward so to fix up existing data, you can use the ForEachChild function so it loops through each of the ServiceReqParam values to populate the HTML field.

          • 2. Re: Is it possible to display(not edit) the contents of a previously logged Service Request within a new Service Request?
            solmera1 Apprentice

            Just as an idea without any details on how to implement :-)

             

            This sounds to me similar to what happens during "object matching search", so perhaps you could adapt the object matching search filters for Service Requests to show closed Service Requests and then simply use the default behaviour of the system?

            • 3. Re: Is it possible to display(not edit) the contents of a previously logged Service Request within a new Service Request?
              florian1 Expert

              Can you maybe provide us an image or a text of what is exactly in your mind?

               

              - Do you always know the number of the previous Service Requests?
              If so, I could think about something as follows:

              1) PickList for the ServiceRequest by number:

              Filter:

              [ServiceReqTemplate#.Reverse]RecId "Equal To" "019ADF32C679424383CD51C16758B9ED" (your Template)

              AND CreatedDateTime (Created On) "Greater Than" $(LastSevenDays())

               

              2) constrained PickList for ServiceReqParam:

              Filter:

              [ServiceReq#.ServiceReqContainsServiceReqParam]RecId "Equal To" {0}

               

              Your Request offering could look like this:

               

              1 of 1 people found this helpful