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Change ticket logged thru sd_event

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Harini.G
Honored Contributor.

Change ticket logged thru sd_event

Hi All,

I have logged change ticket from service call thru sd_event. I require help on the below 2 queries:

1. The Caller field is not getting copied to the change ticket.

2. Need to relate the servicecall in the change ticket.

Kindly help.

Rgds
Harini.G
3 REPLIES
Raghunathan Tik
Outstanding Contributor.
Solution

Re: Change ticket logged thru sd_event

Hi Harini,

for your first query, use either the Caller's Search Code or pass Caller's Email ID through SD_Event and in the OVSD Mapping file specify "Reference to E-Mail"

2. not sure about relating SC to Change ticket.

Hope the first solution might be of some help fo you.
Raman
Harini.G
Honored Contributor.

Re: Change ticket logged thru sd_event

Hi Raman,

Thanks for your reply. Your solution for the 1st query resolved my issue. 10 points to you.

Now I need help on the 2nd query.

Hi All,

Can someboy pls help me on the 2nd query.

Rgds
Harini.G
Ivan Sakharov
Honored Contributor.

Re: Change ticket logged thru sd_event

Hi
You need to send Service Call Id to sd_event.
When you are calling sd_event from SC DB rule use it with parameter [ID], for example:
-f inifile.ini -v 'inf=[information]' 'user_id=[User;Identification number]' 'sc_id=[ID]'
In the mapping of your Change make the folowing link:
sc_id == Relations;Service Call--ID