2 Replies Latest reply on Oct 7, 2017 7:47 AM by YMoual

    Automatically Linking a CI via a Request Offering?

    CHendr Rookie

      Hey gang,

       

      We currently have a Service Request that has been built for printers to be serviced that utilizes a field within the SR parameters where a user can grab their particular CI from a pick list.  I know that we have the ability to manually link CI's to the SR via the CI tab - but due to the volume of requests the manual linkages are getting missed by our staff.  I would like to be able to build some sort of functionality that whenever a user selects the CI from the drop down list within the SR - the value within that request offering parameter automatically links the correct CI to the request.

       

      All help is appreciated,

       

      Charles

        • 1. Re: Automatically Linking a CI via a Request Offering?
          Jonathan.Schmidt SupportEmployee

          I'd think you could accomplish this by including a Search and Link quick action in the SR fulfillment workflow.

           

          https://help.ivanti.com/ht/help/en_US/ISM/2017/Index.html#Configure/QuickActions/QuickActions/templates/Search and Link.htm

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          • 2. Re: Automatically Linking a CI via a Request Offering?
            YMoual Apprentice

            Hi Charles,

             

            As Jonathan rightly mentioned, you will need a search and link rule or quick action to achieve this. If I understand you well, you want that when a user selects a CI from the request offering, this CI should automatically be linked to the SR.

             

            If this is correct then you can do the following:

             

            1. You will have to create a corresponding field in SR to contain the value of the CI selected in the request offering as the values in the request offering are stored in a different business object called Service Request Parameters. You can call this field in SR "ServiceRequestCI".

             

            2. Add a workflow in your request offering to copy the value from the CI control in your request offering into the field ServiceRequestCI in SR:

             

             

            3.  Add a triggered business rule in SR which will link the selected CI from the request offering to the SR. Below is how you can configure your business rule:

             

             

             

            In the relationship drop down, select the exact relationship name which you created between SR and CI.

             

            Hope this helps.

            1 of 1 people found this helpful