Service Desk Practitioners Forum

Service Desk 4.5 Overview action

Respected Contributor.

Service Desk 4.5 Overview action

How do I create an overview action in which the classification in Service Call should match the category in CI and the matching CIs must be listed?
I want this action to work in my Service call.
We are using SD 4.5, SP 21.
Ruth Porter
Acclaimed Contributor.

Re: Service Desk 4.5 Overview action

Hi Praveena,

You can only do an overview action where you can test a field in one record against the other and this is not allowed for CI category and SC classification.

Try a smart action using sd_dataform instead. This is documented in chap 5 of the admin guide but try it by hand in a DOS box first:

sd_dataform -ListAlways "Name of any CI form" "Category=sc classification value"

Then set up a smart action on a SC with parameters such as:

-ListAlways "Name of any CI form" "Category=[Classifcation]"

Hope this helps, Ruth