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Update Fields In HP OV 4.5 from incident to Service Call

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Claudia Tapia D
Respected Contributor.

Update Fields In HP OV 4.5 from incident to Service Call

Hello!

I want to update the field "assignment to person" from Incident to Service Call when I re-assign an incident to a different person from the one registered first.

I need to know how to detect that this field has changed to set a rule that copy this field.

THANKS FOR YOUR HELP
7 REPLIES
Mike Bush
Acclaimed Contributor.

Re: Update Fields In HP OV 4.5 from incident to Service Call

You should be able to do this by DB Rule on Incident, detect change of "To Person" and do an UPDATE DATA action with "Select a related item?" ticked so that you can see int the Service Call(s) and set the field there.

I think you should also do the "Group" as well otherwise a change to both values will go wrong.
Claudia Tapia D
Respected Contributor.

Re: Update Fields In HP OV 4.5 from incident to Service Call

Hello, thanks for answer.

In terms of rules: How can I detect that the field "to person" changed ??

Thank you
Claudia Tapia D
Respected Contributor.

Re: Update Fields In HP OV 4.5 from incident to Service Call

hello!!

THIS IS THE RULE WE CREATED BUT IT DOES NOT WORK

regards
Claudia Tapia D
Respected Contributor.

Re: Update Fields In HP OV 4.5 from incident to Service Call

hello!!

THIS IS THE RULE WE CREATED BUT IT DOES NOT WORK. THANKS FOR YOUR HELP!!!!

When incident is modified
where Status (*) equals En Progreso
AND NOT (Assignment;To person (*) is current)

Actualizar asigment to en SC (Update Data) Service call;Assignment;To person set to [To person]; Service call;Assignment;To workgroup set to [To workgroup]; Service call;Status set to En Progreso,

Envia correo de nueva asignación (Send e-mail message) , Send to: [Assignment;To person],
Subject: Se te ha reasignado un incidente,
Message: Se te ha re-asignado un incidente.


regards
Julio Somilleda
Super Contributor.
Solution

Re: Update Fields In HP OV 4.5 from incident to Service Call

Hi Claudia, I made a test with this rule and works fine:

When incident is modified
where Assignment;To person (*) is anything
Reasignar (Update Data) Service call;Assignment;To workgroup set to [Assignment To workgroup]; Service call;Assignment;To person set to [Assignment To person]

Try it and then add the other conditions and alerts.

Saludos
Julio
Claudia Tapia D
Respected Contributor.

Re: Update Fields In HP OV 4.5 from incident to Service Call

Hi Julio, How are you?

Thanks for your response. We are trying to modify the rule but we cannot find a field to update it. We can´t do the following:

Reasignar Update Data) Service call;Assignment;To person set to [Assignment To person]

We cannot see available the field Assignment To person (the second one)
What can we do to set it up available?

THANK YOU VERY MUCH

Julio Somilleda
Super Contributor.

Re: Update Fields In HP OV 4.5 from incident to Service Call

Hi Claudia,

In the condition of the rule you have to set:
"When incident is modified
where Assignment;To person (*)is anything"
In the action you have to set:
"Service Call;Assignment;To workgroup set to [Assignment To workgroup]" and "Service Call;Assignment;To person set to [Assignment To person]"
That's all i configure to test want you want.
Let me know if it isn't what you need.

Saludos
Julio