Service Desk - open multiple change orders for one request

[Bruno Zidarevic]

Dear all,

Customer came with an idea of opening multiple change orders inside single request. As I can see, default setting is that only one change order can be attached to a request. We customized some htmpl files and then we can click more than once to open more than one change order, but only the last one is linked to the request. Maybe because this is SREL field and not QREL and only one to one relationship? Has anyone done something like this?

I don't now if it is possible to open multiple change orders and show them in some Relationship tab something like between incidents or requests?

Thanks in advance and BR,

Bruno Zidarević

[thiagooliveira]

Hello Bruno,

You can create a custom table (for example: z_cr_chg) and using a spel code you can relate requests (cr) with changes (chg).

Regards.

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Best regards.
LinkedIn:
https://pt.linkedin.com/in/thiago-23-oliveira
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[Bruno Zidarevic]

Hello Thiago,

Do you have some idea how that SPEL should look like? Also how to maintain detaching change orders from request if there will be multiple of those on one single request?

Thanks and BR,

Bruno

[Sebastian Nagy]

Bruno,

You will not be able to use the current design to do this - SREL relationship is one to one, I would recommend to look at how attachments are implemented, attachments use one-to-many relationship, attmnt Relationship , I don't think you will need custom spel, but you will need a "linking" table, then htmpl file to list and manage the relationship.

But note that you will open your self to other cases which the end users might not be happy with, unless you make extra changes, like what CR is linked to the CHG ? Since the link from CR to many CHGs is custom, you'll need to customize the CHG to show the CR the CHG is linked to. Another case would be, how will you allow adding a CR to a CHG  from the CHG page - assuming that the work in the initial paragraph was to link/add CHGs to CR in the CR page. There are some other cases that I didn't list above, so I think this is a very complex change which will force you to reimplement functionality that is already available, but available only for one-to-one relationship, not one-to-many relationship.

I hope I was able to give you the high level approach and advise you of what you could run into.

Sebastian