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Notify on Relation Service Call to a Problem

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Carrie L Ellswo
Super Contributor.

Notify on Relation Service Call to a Problem

Is there a way to create a notification rule when a Service Call or Incident is related to a Problem that the Assign to Person on the Problem can receive a notification. I was not able to find "Relation" as a field in the Database rules for Service Call or Problem so I wasn't even sure the creation of this rule would be possible.

So basically everytime a New Service Call or Incident is related to an existing Problem record that the Assign to Person on the Problem is notify so they understand the importance of the Problem record.

Any help would be appreciated!
9 REPLIES
Carrie L Ellswo
Super Contributor.

Re: Notify on Relation Service Call to a Problem

I am using SD 4.5 SP 11
Van der Vennet
Honored Contributor.

Re: Notify on Relation Service Call to a Problem

Hi carrie,

I'm afraid that what you are asking for is not a standard functionality of service desk and therefor would request programming...

Lawrence
we have been where you wanna go..
Carrie L Ellswo
Super Contributor.

Re: Notify on Relation Service Call to a Problem

Thank you Lawrence, that is what I suspected the answer would be. I appreciate your reply!
Carrie L Ellswo
Super Contributor.

Re: Notify on Relation Service Call to a Problem

Will notify my end users of this.. No further replys needed. Thank you again.
Mark O'Loughlin
Acclaimed Contributor.
Solution

Re: Notify on Relation Service Call to a Problem

Hi Carrie,

I use somethig similar in the opposite way but this might work.

On the Problem record create a custom boelean field called SC Releated?

Create a service call BD rule as below (this is not exactly as it may appear but is close enough). The idea is that the first rule wil update the problem field to yes.

Rule 1 Service Call
Update Problem With Problem ID To Text Field For Relations View (Update Data)
Problem;Service Call Related=Yes;


Add a second DB rule to problem which sends the email when the custom field is set to yes and then a second part to the rule that will then reset the bolean field back to no to await being changed again to yes when another service call has been related
Carrie L Ellswo
Super Contributor.

Re: Notify on Relation Service Call to a Problem

Wow! What a workaround! I'm still going to hang onto this solution and perhaps try it on test just to see if I can create it.

Thanks Mark
Mark O'Loughlin
Acclaimed Contributor.

Re: Notify on Relation Service Call to a Problem

Hi Carrie,

Good Luck. Its a pity the thread was closed. Could do with 10 points cheering me up this evening :)
Carrie L Ellswo
Super Contributor.

Re: Notify on Relation Service Call to a Problem

There you go Mark!
Mark O'Loughlin
Acclaimed Contributor.

Re: Notify on Relation Service Call to a Problem

Consider me cheered up. Thanks Carrie.