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Solution needed. Attachments, CI`s and Service Call relation.

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Dusko Milosevic
Super Contributor.

Solution needed. Attachments, CI`s and Service Call relation.

Is there a way, (because there is a will) for creating some way to relate the Service guide (as a .pdf file) with the CI, and to make the rule to make Attachemnt in Service Call with the service guide of an specific CI? This will be very usefull for my organization. Scenario: Service Desk persons register a call and choose CI, and attacment(pdf service gude of that CI) is automatically inserted in Service Call...
Any suggestions?

Dusko.
2 REPLIES
Ruth Porter
Acclaimed Contributor.

Re: Solution needed. Attachments, CI`s and Service Call relation.

Hi Dusko,

You could use a url to the file on a shared drive rather than attach to the CI.

To do this put the url to the file in a text field (e.g. file://shared_folder_path/file.pdf) and have a rule which adds this to the Solution field on the call.

Urls can be accessed by right mouse on the field name.

Hope this helps

Ruth
http://www.teamultra.net
Dusko Milosevic
Super Contributor.

Re: Solution needed. Attachments, CI`s and Service Call relation.

Ruth, you are right, that is the way. Only we have couple of thousands CI`s, so it would be a very long operation to insert url`s in the fields. When we bought SD4.5 we wanted automation. Can I somehow relate some files to the CI category? Maybe that way I can pull them to the Service Call...

Dusko.