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auto fill in Work Orders

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Saxo-JFE
Super Collector

auto fill in Work Orders

HPSD 4.5 SP17

We use several inbound email Service Call templates which assign a SC directly to our Service Desk function. For each SC, a WO is also automatically created and assigned to the relevant team for execution (using the "Work Orders" option in the SC template design form)

The Information field of the SC is filled in with the email body, as expected, but the WO is empty and we need to have the text in the email body/SC info field.

How can we get this done automatically (and preferably, attach the email to the WO as well)?

thanks
9 REPLIES
Ruth Porter
Honored Contributor

Re: auto fill in Work Orders

Hi there,

You can do this using a DB rule as follows:

When SC is created
Conditions:
1. template is one of the ones which create a WO;
2. ID is not empty,scheduled 1 minute after Registration ;Created*
Action: data update with the related item box checked, selecting WO and then update the releavnt fields.

*The schedule is there to make sure that there has been time for the WO to be set up and related to the SC.

This should give you most of what you need - I don't think you can attach the email to the WO without writing additional code.

Hope this helps, Ruth
http://www.teamultra.net
Saxo-JFE
Super Collector

Re: auto fill in Work Orders

Thanks Ruth, it makes sense...

1 question, ID is anything would be the same? there is no ID is not empty option when creating the conditions (or is it really needed anyway?

the email attachent is only a nice to have, so it's fair enough

thanks again
Saxo-JFE
Super Collector

Re: auto fill in Work Orders

sorry, another question (i've never used this before)

in the update data window I am selecting the fields for the WO, but I am not sure how to set the values. For example, i would copy the sc info field to the WO
Mark O'Loughlin
Honored Contributor

Re: auto fill in Work Orders

Hi,

you need to use a DB rule and there is a checkbox in the rule called" select a related item?" check that and you get a list of related items that you can choose which will present their values.
Ruth Porter
Honored Contributor

Re: auto fill in Work Orders

Hi there,

See tacahed for how you update a related record to have the values from the SC

Hope this helps, Ruth
http://www.teamultra.net
Ruth Porter
Honored Contributor

Re: auto fill in Work Orders

Hi there,

See attached for how you update a related record to have the values from the SC

Hope this helps, Ruth
http://www.teamultra.net
Saxo-JFE
Super Collector

Re: auto fill in Work Orders

Hi

i have done what the document describes...

if i remove the tick from "use related item values", i cannot see the desired field (information)

if i do tick the "use related item values" i do see the informatin field as an available value, but it is not copied from the SC to the WO...

I presume that just typing the "Information" would not work...
Ruth Porter
Honored Contributor
Solution

Re: auto fill in Work Orders

Hi there,
In earlier SPs, HPSd will not let you set a field to "itself".

The work round is to select a different field after choosing WO as related item (eg Solution), set it as you want and then save the rule.

Then go back and amend the field to one you really want.

Hope this helps, Ruth
http://www.teamultra.net
Saxo-JFE
Super Collector

Re: auto fill in Work Orders

Thank you Ruth, now it works :-)
//Add this to "OnDomLoad" event