Clarity Service Management

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Set inc group based on custom field

  • 1.  Set inc group based on custom field

    Posted 10-29-2018 01:39 PM

    Hello all,

     

    We have a z_ci field that is a SREL to nr on the incident table.

    On the configuration item table we got the support1 field.

     

    So our idea is to set the incident group based on the support1 field (that is a group also) from our z_ci  

    Any ideia on how to achieve this?

     

    For now, I'm stuck to get the group ID.

     

    I've this (works):

    var z_id = f.elements["SET.z_ci"].value;

     

    But I want to get the following (not work):

    var z_id = f.elements["SET.z_ci.support_contact1_uuid"].value;

     

    I've start reading some topics, but so far I got nothing.

     

    https://communities.ca.com/message/242035414-re-how-can-i-make-a-textbox-readonly-based-on-the-customers-area-selected-f… 

     

    https://communities.ca.com/message/242128375-re-setting-a-default-value-on-a-lookup?commentID=242128375#comment-24212837… 

     

     

    Thank you in advance.

     

    Francisco



  • 2.  Re: Set inc group based on custom field

    Posted 10-29-2018 02:11 PM

    Hi,

     

    Just want to point out this functionality exists out of the box.. It's called CI based routing and is configurable per Request/Incident/Problem area.



  • 3.  Re: Set inc group based on custom field

    Posted 10-29-2018 02:29 PM

    Yes, but it is for the default field. It can be changed to z_ci? instead of affected_resource?



  • 4.  Re: Set inc group based on custom field

    Posted 10-29-2018 07:43 PM

    The category routing logic can’t be customized. I’m curious why you have a third CI field though, why not use the out of the box affected_resource?



  • 5.  Re: Set inc group based on custom field

    Posted 11-05-2018 06:48 AM

    Hi, sorry for the delay.

    The third field is for another layer of services that our client has.