7 Replies Latest reply on Oct 16, 2018 1:38 AM by IJU

    workflow creation

    Voke Apprentice
    Voke Oct 12, 2018 12:45 PM

      Hi

      Please can someone assist me with this workflow

       

      We have an issue Area with different ServiceCI. Want to create an Incident with the Area(issue) then the user select the service affected but only want it to show just the service  related not all ServiceCI then base on the Service selected it should assign to a Team.

       

      Created a Business Object called Area and linked the service.

       

      1.png

      Created an Incident layout but when I selected the Area the Service option shows All

       

      2.png

       

       

      Currently stuck at this point.

      I also created a Pick List.

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        • 1. Re: workflow creation
          AlasdairRobertson ITSMMVPGroup
          AlasdairRobertson Oct 13, 2018 4:47 PM (in response to Voke)

          Hi Voke

           

          What you need to do is copy this from the Incident object between Service and category, it is the same as the function you are trying to create form your description:

           

           

          On the pick list it will only display categories associated to the service selected, it is using the form field function [ValidationList] if using in a Service request you need to substitute using the {0} syntax and specify a cascading constraint in the request offering field/validation list setup.

           

          If you get stuck shout here.

          • 2. Re: workflow creation
            Voke Apprentice
            Voke Oct 15, 2018 8:20 AM (in response to AlasdairRobertson)

            Hi

            I tried what you said but i got stuck, i am using ISM 2018.1

             

            Please see what i have done so far

             

            Create a Business Object called Area and related relationship, form and Layout.

            1.png

             

            On the Incident Object created the field called Area and AreaService and Picklist

            2.png

             

            3.png

             

            Also created an Incident Layout

             

            4.png

             

            On the form

             

            5.png

             

            Logging an incident

             

            6.png

            • 3. Re: workflow creation
              IJU Expert
              IJU Oct 15, 2018 8:48 AM (in response to Voke)

              Hi Voke

               

              the second picklist you want to use for the Areaservice must point to the CI.Service Business Object. In the constraints you configure it like this:

               

              [Area#.AreaAssocCIService]Area] EQUAL TO [ValidationList]Area

               

              I cannot see the exact name of the field "Area" in the Area Business Object and neither of the field "Area" in the Incident Business Object. You might want to change that accordingly.

               

              I hope that helped.

               

              Kind regards

               

              Immanuel Jungheim

              Consultant

               

              ITSM Group – Be Better.

              www.itsmgroup.com

              • 4. Re: workflow creation
                Voke Apprentice
                Voke Oct 15, 2018 10:03 AM (in response to IJU)

                Hi Immanuel

                 

                Thanks please note that this still did not work

                 

                10.png

                 

                11.png

                After selecting, still not showing the pick list of the related Service.

                • 5. Re: workflow creation
                  IJU Expert
                  IJU Oct 16, 2018 12:43 AM (in response to Voke)

                  Hello Voke.

                   

                  Please make a correction to your picklist's constraint:

                   

                  [Area#.AreaRev1]Area EQUAL TO $([ValidationList]Area)

                   

                  Especially on the left side you need to refer to all the linked Areas, hence pointing to the Area object and not the CI#Service.

                   

                  Kind regards

                   

                  Immanuel Jungheim

                  Consultant

                   

                  ITSM Group – Be Better.

                  www.itsmgroup.com

                  • 6. Re: workflow creation
                    Voke Apprentice
                    Voke Oct 16, 2018 1:04 AM (in response to IJU)

                    Updated as advised

                     

                    1.png

                     

                    The Request giving this error now

                     

                    2.png

                    • 7. Re: workflow creation
                      IJU Expert
                      IJU Oct 16, 2018 1:38 AM (in response to Voke)

                      Hi Voke,

                       

                      now you mixed it up

                       

                      That's what it should look like:

                       

                       

                      Kind regards

                       

                      Immanuel Jungheim

                      Consultant

                       

                      ITSM Group – Be Better.

                      www.itsmgroup.com