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Deadlines for related Service Calls and Incidents

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Robert S. Falko
Acclaimed 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?

Thanks,
Josh
1 REPLY
George M. Meneg
Acclaimed 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.
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