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Servicecall : when caller is selected configuration item is filled

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UVA-OVSD
Respected Contributor.

Servicecall : when caller is selected configuration item is filled

Is there a way to automatically fill in the configuration item used by a caller when creating a new servicecall ?

Instead of by hand ?
6 REPLIES
George M. Meneg
Acclaimed Contributor.

Re: Servicecall : when caller is selected configuration item is filled

Hello,

A person can be linked to several configuration items, thus you cannot "automatically" select a configuration item. The "CIs used by Caller" is a very handy action, is there a problem using it?

The other approach is to enable the custom configuration item of the person. This, can be inserted automatically but of course you have to define a method that defines a "CI" to be used this way, from the several cis a person can use.

On the other hand, if ALL persons are users of one CI each, then linking person to ci is trivial.
menes fhtagn
UVA-OVSD
Respected Contributor.

Re: Servicecall : when caller is selected configuration item is filled

What do you mean by

enable the custom configuration item of the person.

gr.
George M. Meneg
Acclaimed Contributor.

Re: Servicecall : when caller is selected configuration item is filled

In persons there is a custom field of configuration item type. Go to "Custom Fields/Person" and enable it.

Then you must set for all persons their corresponding custom person field.

Then create a UI rule that when the item is modified and Caller is anything, set CI to Caller;.

BTW, assigning points to the answers to your questions is a very good thing. Have a look at http://forums1.itrc.hp.com/service/forums/helptips.do?#28
menes fhtagn
UVA-OVSD
Respected Contributor.

Re: Servicecall : when caller is selected configuration item is filled

Offcourse i will give points, when i'm ready with this one.

Tell me a little bit morwe about :

Then you must set for all persons their corresponding custom person field


do you may activate for all categories or ?


George M. Meneg
Acclaimed Contributor.
Solution

Re: Servicecall : when caller is selected configuration item is filled

Hello,

Personally, when I create a custom field I enable it for all categories but your needs may vary. However doing that won't do any harm.

However activating the custom field is the one part. The other part is to fill it, especially for a task like yours.

What method you are going to use depends on your needs, but usually this is a task for data exchange.
menes fhtagn
UVA-OVSD
Respected Contributor.

Re: Servicecall : when caller is selected configuration item is filled

thanx for the help.
i hope the points come over.

gr.Mario.