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  • 1.  Create a ticket from another

    Posted Oct 10, 2016 11:58 AM

    Hello Community,

     

    As you know from a new request you can create a new incident and a new change order.. and from a new incident you can create a new problem..

     

    Is there a way i can enable that from a new incident i can open a new request?

     

    Regards.



  • 2.  Re: Create a ticket from another
    Best Answer

    Posted Oct 10, 2016 02:52 PM

    Hi Jason, 

    This falls a bit out side the ITIL standards, so its not currently possible in the product.  Something like this would be an enhancement.  Please post this one as an "idea" right here on the community so that folks can vote for it and product management can review it for possible consideration in future versions of the product.

    Thanks,

    Jon I.



  • 3.  Re: Create a ticket from another

    Posted Oct 10, 2016 03:08 PM

    Hello Jon,

     

     

     

    I was thinking about it but need to be sure if it was possible.. Let me talk to my customer about that.

     

     

     

    Thanks for the answer!!

     

     

     

    Jason Lara

    Implementation Specialist

    809-869-3939  Tel.

     

    809-869-3939  Cel.

     

     

     

     

     

    De: Jon_Israel 

    Enviado el: Monday, October 10, 2016 2:52 PM

    Para: Jason Lara <lara_jason@mediatrix.com.do>

    Asunto: Re:  - Re: Create a ticket from another

     

     

     

     

     

     

    <https://communities.ca.com/?et=watches.email.thread> CA Communities

     

     

     

     

     

     

    Re: Create a ticket from another

     

     

    reply from Jon Israel <https://communities.ca.com/people/Jon_Israel?et=watches.email.thread>  in CA Service Management - View the full discussion <https://communities.ca.com/message/241919572?commentID=241919572&et=watches.email.thread#comment-241919572>



  • 4.  Re: Create a ticket from another

    Posted Oct 11, 2016 11:22 PM

    You could adapt some javascript in the detail form to allow a request to be raised from an incident  - looking at how the 'Create Problem' button works in 'detail_in.htmpl', for example:

     

    <PDM_MACRO name=button Caption="Create Problem[!ea]" Func="create_new('cr',0,0,0,'PRESET=type:P','INITFROM=frm002', 'PRESET=from_incident:$args.persistent_id')" hotkey_name="Create Problem[!ea]" ID=ITIL_PROBLEM>

     

    ...from which you can see how to create a new ticket with a specific type (PRESET=type) with fields initialised from a particular form in the detail page (INITFROM=frm002), and which you could relatively easily adapt to add a button for 'Create Request'.  But of course that would be an unsupported mod, and brings with it the potential to increase the effort to upgrade or apply patches, unknown implications for reporting, and so on.

     

    Regards,

    James