1 of 1 people found this helpful
This worked for me:
1. Add a new form to FRS_CompositeContract_Contact
2. Add a List control
3. Set the list to use IncidentAssociatedCustomer and the use the Incident List (or build a new one if there is too much information on there)
5. On the Incident Layout add a new tab and drag in your new form view, use the direct relationship
You can't use a Related Objects List it doesn't work
5 of 5 people found this helpful
Here is a second method that doesn't require saving the Incident before running.
1. On the Incident Object create a new HTML field CustomerHistory - unlimited (you could probably make this not stored but I havent tested)
2. Add the HTML field to the Incident.CustomerOwnershipForm - set visibility setting to $(Len(CustomerHistory) > 0)
3. Add a new Update Quick Action "Show History" updating the Customer History field with the following code:
$("<tr><td><a href=" + ServerURL() +
ToString(IncidentNumber) + ",string,AND|>" + ToString(IncidentNumber) +
"</a></td><td>" + Subject + "</td></tr>"),
"CreatedDateTime ASC") + "</table>")
4. Add a new Quick Action "hide History" this will just set the Customer History field blank again.
5. Add the new field and Quick actions to the Incident.CustomerOwnerShipForm
6. Set the visibility rules on the 2 new buttons
Show - $(Len(CustomerHistory) < 0)
Hide - $(Len(CustomerHistory) > 0)
8. Add a new before save rule to set the Customer History field blank before saving to preserve DB space (if the Stored field option was selected)
When display is clicked will generate a ticket list and the incident number when clicked will open a new tab to the Incident record.
Thank you very much!
I'd like to try to set up your second method, but I'm stuck at the beginning. I'm not finding the form Incident.CustomerOwnershipForm. Which BO is that found in? Or is this a new form I need to create?
1 of 1 people found this helpful
This is a new form in 2016.1 so if you started with a verison of HEAT older than 2016.x then you probably will not have it. This will work on your incident header to details for IncidentHeader or IncidentDetails.Servicedesk.
Alasdair, you are awesome! I've implemented both methods and they work beautifully. Thank you!
I did this to the Incident and Service Request forms following the example. I still have a small problem with happens when you click a request but minor compared to the value add it gives. - thanks Alasdair
What is the problem you are receiving?
Hi Alasdair, this is a great solution. I have it working in our environment, and it populates even before saving the record, but is there a way to open the incidents shown in the list in the parent object? I've added the Go To and Open In Parent buttons to the toolbar but they aren't working. The Open in Parent won't do anything when you click on it and the Go To takes you to the Contact Store.
Hi George, I didn't really progress this method as I prefer the option below with the HTML code and hyperlinks in it which pop the incidents open in a new window. That grid view isn't really a grid view as its a grid in a form and wouldn't normally be used for that so the go to probably will not work (I should have removed the toolbar buttons but it was a test). It might be possible to add a reverse look up relationship. The other more important thing is that in 2016.2.1 it will not auto populate without saving the ticket first.
The 2nd method below if you don't like the button to view the field could be just added to a tab as in the example above and will open a new window for the incident upon clicking of the incident number.
If you get stuck please shout
This is so minor, but still annoying. The text on the command buttons (as seen in your example) appears to be right-aligned and I haven't been able to figure out how to change that with styles. Have you any idea on how I can center the text on the button?
On Incident - incident history - if I click on an old ticket I am shown the old ticket but in Service Request the same thing gives me an unknown exception error. I suspect that the relationship may not be right its - EmployeeAssocServiceReq at the moment. I think @George Romesburg may have encountered the same thing.
I actually feel this is one of the things that could be promoted as an improvement OOB. either method would be good really.
Your completely correct its a different relationship try using this one:
If you cant get it working just shout but you should be able to either example with the different relationship, you may need to change a few fields on the HTML example and you will also need alter the code for the URL record drill down as that specifies the Incident object.
Really glad you got the first part of it working.