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Auto populate description field for child work orders

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John.Cook1980
Respected Contributor.

Auto populate description field for child work orders

Hi,

I am the Service Desk administrator for my company. We use Service Desk 4.5 and service pack 23.

We currently use a service call template for when new starters join the company. The template has many child work orders that are distributed to various support teams. I have been asked to put a rule in place to ensure the description header for the service call is auto populated for each of the work orders. Can anyone point me in the right direction as to how I can do this?

Thanks
5 REPLIES
Ruth Porter
Acclaimed Contributor.

Re: Auto populate description field for child work orders

Hi John,

Try a DB rule that uses the "Select a related item" checkbox on the data update action. Then select work orders from the drop down.

Select the DEscription field and then click the button beside value an don the next screen UNCHEWCK the "Use related item values" box; then select Attribute Description: this will set the DEsc of each WO to match the Desc of the SC.

Hope this helps, Ruth
http://www.teamultra.net
Ruth Porter
Acclaimed Contributor.

Re: Auto populate description field for child work orders

Hi John,

Try a DB rule that uses the "Select a related item" checkbox on the data update action. Then select work orders from the drop down.

Select the DEscription field and then click the button beside value an don the next screen UNCHEWCK the "Use related item values" box; then select Attribute Description: this will set the DEsc of each WO to match the Desc of the SC.

Hope this helps, Ruth


PS don't know what happened to my previous attempt!
http://www.teamultra.net
John.Cook1980
Respected Contributor.

Re: Auto populate description field for child work orders

Hi Ruth,

I have followed your suggestion and it works fine, however can you help me further? When I set the DB rule up I selected both when service call is created and when service call is modified. Now the rule works perfectly however if I update the description field for parent record it doesn't change the description for the child work order do you have any suggestions?

Thanks again

John
Ruth Porter
Acclaimed Contributor.
Solution

Re: Auto populate description field for child work orders

Hi John,

What condition did you have on the rule? Try
NOT Description is empty
and make sure the "Evaluate ...." box is set

Hope this helps, Ruth
http://www.teamultra.net
John.Cook1980
Respected Contributor.

Re: Auto populate description field for child work orders

Ruth, yes thats fixed it for me thanks once again