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.
Thank you in advance.
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.
Yes, but it is for the default field. It can be changed to z_ci? instead of affected_resource?
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?
Hi, sorry for the delay.
The third field is for another layer of services that our client has.