Service Desk Practitioners Forum
cancel

Service call and Checklists

SOLVED
Go to solution
Highlighted
Alina Festeu
Super Contributor.

Service call and Checklists

HI,
Is there a UI rule that can start a checklist, when a service call is created.I'm tried but it doesn't works, it doesn't start.
Thanks!
51 REPLIES
George M. Meneg
Acclaimed Contributor.

Re: Service call and Checklists

Hello Alina,

Yes, you can start a checklist through ui rules. On the third page of the UI rule creation as action select "System Action" and from there select "Checklist Wizard"
menes fhtagn
Alina Festeu
Super Contributor.

Re: Service call and Checklists

Hi,
Thanks for your answer, but it didn't help me. I already tried this. My problem is that Checklist wizard doesn't do anything, when I clik on it. It is like is not active.
Thanks!
Rajesh Nair
Outstanding Contributor.

Re: Service call and Checklists

Hi,

Have you created a checklist by going to ADMIN CONSOLE---->DATA--->CHECKLIST--->General Checklist ?

You create a checklist & then using UI Rule(After new item has been opened) choose the SMART ACTION-----> CHECKLIST WIZARD create the UI rule.

Now create a new service call & you will get the checklist POP-UP.

Hope this helps.

Regards

Rajesh
Alina Festeu
Super Contributor.

Re: Service call and Checklists

hi,
I created a Checklist-Classification Checklist. My Ui rule use a system action.
But the problem is that when i clik on checklist in service call, it doesn't happend anything.
Thanks!
Rajesh Nair
Outstanding Contributor.

Re: Service call and Checklists

Hi,

That is right...it will show only a READ-ONLY Checklist window. Click on OK & save the UI rule. Now when you create a new service call, the checklist will POP-UP.

Regards

Rajesh
Alina Festeu
Super Contributor.

Re: Service call and Checklists

Hi,
It doesn't happend anything, when I clik checklist wizard.
:(
Thanks!
Rajesh Nair
Outstanding Contributor.
Solution

Re: Service call and Checklists

Hi,

Attached screenshots will help you configure the UI rule. Click OK after the UI-2 screenshot.

Regards

Rajesh
Alina Festeu
Super Contributor.

Re: Service call and Checklists

Hi Rajesh,
Thank you ! It helped me, but now i have an error on the screen. see attach.
Thank you again.
:))
Rajesh Nair
Outstanding Contributor.

Re: Service call and Checklists

Did you get this error before creating this UI Rule ?

When you clicked on New Service call did you get the CHECKLIST POP-UP window showing the checklist you have configured ?


Regards

Rajesh
Rajesh Nair
Outstanding Contributor.

Re: Service call and Checklists

Hi,

Is it necessary for you to get the checklist automatic when you create a new service call ??

You can also manually select the checklist option from the new service call for as shown in the screenshot.

Regards

Rajesh
Alina Festeu
Super Contributor.

Re: Service call and Checklists

Hi Rajesh,
I would like, that checklist to be open only when a clik on checklist wizard. The problem still exists.If i modify the rule , so checklist to be opened only "when a value is change" ,...I can not open Checklist. It doesn't happend anything. Is seems like this checklist is not active or something....
:((
Thanks!
Rajesh Nair
Outstanding Contributor.

Re: Service call and Checklists

Can you send the UI rule which you have configured ?

Do you want the checklist when u create a new service call or you want it when an existing item has been opened ?

Regards

Rajesh
MHK
Outstanding Contributor.

Re: Service call and Checklists

Hi
Can you attach the UI rule u have created?
Alina Festeu
Super Contributor.

Re: Service call and Checklists

HI,
This the UI Rule
<< When a value has changed
where Status (*) equals New
Checklist Wizard (System action)>>
Rajesh Nair
Outstanding Contributor.

Re: Service call and Checklists

Why dont you try this

After new item has been opened
where Status equals New
Checklist Wizard (System action)

Regards

Rajesh
MHK
Outstanding Contributor.

Re: Service call and Checklists

Just try

when new item open
and status equls New
checklist wizard will be system action

cheers
mhk
Alina Festeu
Super Contributor.

Re: Service call and Checklists

HI Rajesh,
When I modify the rule as you say, I get an error on the screen: "You are not aloowed to view this service".
The problem persist.
Without this rule, why isn't possible to run Checklist. Why doesn't appears on the screen Checklist?????
Thanks!
Rajesh Nair
Outstanding Contributor.

Re: Service call and Checklists

The checklist wizard is not given permissiong in your role. Open the ROLE...click on service call.....click on advanced...click on action....click on RELATE & select Checklist wizard.

This will help you to select the checklist wizard manually. You will not require the UI rule then.

Can you send me the screenshot when you create a new service call ? Does it show you the checklist window ?

Regards

Rajesh
MHK
Outstanding Contributor.

Re: Service call and Checklists

Have you checked permission has been give to your role ?
Go to User Roles and relate checkist Wizard to your account.
Alina Festeu
Super Contributor.

Re: Service call and Checklists

Hi Rajesh,
In attach you can see that the Checklist apperas in Role. But it still doesn't work. When I Clik on Checklist Wizard nothing happends.
:((((((
Rajesh Nair
Outstanding Contributor.

Re: Service call and Checklists

Hi,

First of all have you created a Checklist ?
Send the screenshot of the checklist...general checklist from ADMIN CONSOLE.

Regards

Rajesh
Alina Festeu
Super Contributor.

Re: Service call and Checklists

See attach....
And thank you for spending so much time helping me!
Rajesh Nair
Outstanding Contributor.

Re: Service call and Checklists

What have you configured under General Cheklist ?

I think you are getting this error for Service because you do not have SLM module.

Regards

Rajesh
MHK
Outstanding Contributor.

Re: Service call and Checklists

Hi
Are you selecting Service option?

Do you have Service Module configured meance do you have license for SLM ?