3 Replies Latest reply on Oct 11, 2018 5:43 AM by IJU

    IncidentAssocExternalContact - pull data into ticket

    BTChris Apprentice

      Well, either I'm not understanding something or this is not quite working.

       

      Ivanti Service Manager 2018.1

       

      I created a helpdesk layout for our external helpdesk. These helpdesk agents will be exclusively supporting external contacts.

       

      Then I go to Incident Header

       

      Then I add

      [ExternalContact#.IncidentAssocExternalContact]Address1

      And a few others.

       

       

      All reference ExternalContact as shown above.

       

      We create an incident

       

       

      It doesn't pull any of the information there.

       

      I can manually link the externalcontact details to the incident and it all auto-fills, but I guess what I can't seem to work out is how to have the externalcontact link to the incident, even though I've already put their information in as the "customer" and the incident does show up under their profile.

       

      Has anyone linked information like this in an incident and had it show up properly in the header, or additional tabs/fields added to an incident pulled from an externalcontact form?

        • 1. Re: IncidentAssocExternalContact - pull data into ticket
          IJU Specialist

          Hello Chris,

           

          usually it works this way:

           

          You drag and drop the additional fields to the form like this:

           

           

          So now when you create a new Incident and fill in the Customer manually (and the customer has all the fields populated. in this case it's the Primary Address in the Employee record) the data should be filled in automatically.

           

          Maybe you want to check the relationship and the link field to see if they are configured correctly. Here is  the out of the box configuration:

           

          Relationship:

          The link field:

           

          Kind regards

           

          Immanuel Jungheim

          Consultant

           

          ITSM Group – Be Better.

          www.itsmgroup.com

          • 2. Re: IncidentAssocExternalContact - pull data into ticket
            BTChris Apprentice

            Thank you!

             

            The issue was I was pulling the information from ExternalContact instead of Frs_CompositeContract_Contact - changing where we pulled the fields fixed the issue with the incidents.

            • 3. Re: IncidentAssocExternalContact - pull data into ticket
              IJU Specialist

              You're welcome. That's why I posted the exact name of the relationship just for you to make sure. Good to hear it was an easy fix

               

              Kind regards

               

              Immanuel Jungheim

              Consultant

               

              ITSM Group – Be Better.

              www.itsmgroup.com