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Adding a message in history tab of service call in Service Desk 4.5

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aks3183
Regular Collector

Adding a message in history tab of service call in Service Desk 4.5

Hi,

I have set up a database rule in SD 4.5 which triggers an email to caller if the "status" field of the service call template is changed to "completed". I want an entry for this action under history tab. Can anyone tell me how do we configure that?
5 REPLIES
Jay Mistry
Frequent Visitor

Re: Adding a message in history tab of service call in Service Desk 4.5

Hi

do you have audit set to "on" for the status field of the service call? if so then when the DB rule triggers it should add an entry into the history lines.

look in admin console > security > audit > audit rules > service call
and make sure you have audit ticked on the status field.
aks3183
Regular Collector

Re: Adding a message in history tab of service call in Service Desk 4.5

Hi Jay thanx for yor reply.

I want an history line saying that email is sent to caller.

I am getting it for status that its changed to completed but i am looking for a message in history tab which says that email is sent to caller when i change status to completed.

Ruth Porter
Honored Contributor

Re: Adding a message in history tab of service call in Service Desk 4.5

Hi there,

Set up a custom text field and when your DB rule sends the email to the caller, add an update data action to update this custom field with whatever you want to be logged in history. Then switch on auditing for this custom field.

Hope this helps
Ruth
http://www.teamultra.net
aks3183
Regular Collector

Re: Adding a message in history tab of service call in Service Desk 4.5

Hi Ruth thanx for the reply,

Creating a custom field and then setting a DB rule does work but the message in history log is coming in this format:

" is set to "
But i am interested only in field text in history . i dont want this part " is set to " in the history. can this be changed??
Jay Mistry
Frequent Visitor

Re: Adding a message in history tab of service call in Service Desk 4.5

The History lines audit the field name so if the "custom field" is edited then it states that field was changed and what change was made to that field.

In the Admin Console did you give the Custom Field a name?
this maybe the only way to get the required message into History lines:-

re-name the custom field to "Email sent"

so when it adds the line into history it will show "email sent" then next to that it will have the text from within the custom field.
//Add this to "OnDomLoad" event