I am attempting to locate a way of either adding one single History Line or Attachment to multiple calls. I cannot see a way to do this when selecting Update All with multiple SC's selected.
We are running OVSD 4.5 SP 17. Can anyone assist or provide a method to do this?
My aim is to export alot of Service Calls and an excel spreadsheet, use a mail merge to email the callers details of the Service Call and then be able to attach a history line into the job advising that i have emailed them (note, this does NOT need to contain the email, just tect saying something like 'Emailed client requesting update'
As indicated before you should first add a custom field of the type boolean. (You can chose to not put this field on any form, this way no body else will be confused with this new option. Not putting the field on a form implicates that you can not do a single update. Only thru multiple update.)
Then you need a database rule that is triggerd when call is created or changed and "Emailed Client Update" field = True
The rule should do the following actions: - add record in history - reset "Emailed Client Update" field = false
Hope this helps. Your Service Desk administrator can help you on creating this rule.