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Deadlines for related Service Calls and Incidents

Robert S. Falko
Honored Contributor

Deadlines for related Service Calls and Incidents

Using 4.5 SP 18. We would like to adapt the deadline for a Service Call when it is related to an incident, so that the Service Call deadline becomes the incident deadline plus 30 minutes.

I know how to do this from the incident point of view, but that does not meet the requirement. Anyone have an idea on how to trigger a DB rule by creating a relation between a Service Call and an incident, and then how to update that Service Call using data from the incident?

George M. Meneg
Honored Contributor

Re: Deadlines for related Service Calls and Incidents

Hello Josiah,

Though it is not possible to trigger a rule on relation creation (from the point of the origin) you can do the following (ok, it's a mess but does what you want).

Upon Service Call creation create a db rule that will update a custom field on a related incident. Then an incident db rule will check if the custom field has a value and if yes update related service calls and set DEADLINE to half an hour after incident's deadline.

Though I don't understand why doing that from the incident point of you, the above rule will set deadline from the S.Call point of view.

Hope that helps.
menes fhtagn
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