Can anyone help me on how to populate 2 mandotary fields automatically when the status is changed to "Pending with Supplier" in Service Desk Manager.
You probably have to write a custom spelcode trigger or macro to do this.
which fields , as you can use a attribute will associated control status of " pending with supplier"
let me know if it has helped you and if not better explain what you want to do when selecting the status
Thanks for the response. I will explain in detail about our requirement so that it will easier for you to understand and help:
Scenario: When the support person is updating the status to "pending with supplier", then a pop-up box/form should come up which will ask the support person to fill some mandatory fields.
Please let me know if you need any clarifications. Eagerly waiting for your response.
which fields you need complete
Transition conditions can be used to force analysts to populate required fields prior to saving the new status; however without some customization the analyst will not receive a pop-up asking them to complete the required fields. As an example we have Root Cause and Resolution Code as required fields on Incidents. These two fields must be populated in order for the analyst to set the status to Resolved. Both fields are available on the Update Status form so the analyst can populate them when they are closing the ticket.
In my opinion, one of the areas that Service Desk (by itself) is weak in is the ability to set the value of fields in a ticket based on conditions or activities. The situations in which you can do this are limited and you need an Action macro that will do what you want, which means you may have to create one using spel code. We have found an alternative using notifications that are triggered by activities and then parsed by a 3rd party application. Based on the values found in the notification we can then perform various ticket activities via web services, such as updating a field in any object (cr, nr, cnt...) or automatically creating another related ticket.
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