I would like to map assignee contact details to incident form?
Does anyone have an idea how to accomplish this?
Domagoj, I think all the schema is ready and all you would need to do is to add a couple of <PDM_MACRO> lines to your detail_in.htmpl and your incident detail page will display the assignee info(like email address, phone number etc).
Follow these steps:
1. copy detail_in.htmpl file from the default bopcfg location to the site\mods... location if this file is not there already
2. edit the detail_in.htmpl file in site\mods...location like this
<PDM_MACRO name=dtlReadonly hdr="Assignee email" attr=assignee.email_address><PDM_MACRO name=dtlReadonly hdr="Assignee phone number" attr=assignee.phone_number>
<PDM_IF "$env.NX_REQUIRE_INCIDENT_ASSIGNEE" == "Yes"><PDM_MACRO name=dtlLookup hdr="Assignee" attr=assignee evt="onBlur=\\\"detailSyncEditForms(this)\\\"" make_required=yes><PDM_ELSE><PDM_MACRO name=dtlLookup hdr="Assignee" attr=assignee evt="onBlur=\\\"detailSyncEditForms(this)\\\""></PDM_IF>
save the change
3. run "pdm_webcache -H" on the sdm server
4. clear your browser cached files and click to open a incident detail page...you will see the email address and phone number of the assignee display on the page and once you change the assignee those info will automatically change to
the new assignee's info.
You can see it is really an easy web page customization. Give it a try and let us know.
PS. here I assume you add two fields of the assignee to the display only and if you add more, the display could be packed and in that case you would need to use <PDM_MACRO name=dtlStartRow> to start a new row
I am not sure I fully understand the use case here, but I am guessing here that you want to display the assignee's info such as maybe phone number or address on the incident detail page. Is that correct? The product was not really designed to do that as all interaction between an end user and the assignee is meant to be done within the ticket and not by other means outside of the ticket. Thus there would typically not be a need to display the assignee's info on a ticket. Out of the box I cannot think of a way to do this because the fields (such as phone number or address) would need to automatically update if the assignee were changed, and there wouldn't be any trigger to do this. Most likely you could accomplish this by adding custom fields to the incident object, but then you would need custom spelcode to trigger the fields to be re-populated whenever the assignee is updated or changed. Custom spelcode is outside our scope from a support standpoint, but there may be some folks out here on the community who have gotten something like this to work, and may be willing to share their info with you.
I believe you could create custom fields on the incident form which point to a given attribute on the assignee.
In theory, you would need to modify the detail_in.htmpl form and add the given fields, with each field pointing to whichever attribute you are interested in exposing. ie: assignee.last_name or assignee.email_address. The attributes you could choose would be the contact based attributes you could find on the detail_cnt.htmpl form. This is something I have not tested but is the most likeliest way to achieve this task.
Can you clarify what it is you are trying to do here? What is the purpose of exposing assignee contact details on the incident page?
One thing to keep in mind is to try and keep the given fields you are exposing the content as read-only as there may be a danger by the end user that they can somehow modify assignee information on the incident form.
Thanks for the response, purpose of displaying the contact fields is to prepare the contact details for generating custom HTML work order with populated fields from the ticket form. So there is a need to display the contact details on the work order with ticket details.
I'm afraid that the solution you advised is not possible. From detail_in.htmpl i can only see the Call_Request object, not the Contact object.
One thing you could try is to manually edit the added fields and change the attribute they are displaying. Add the given field, go into the source tab and change the field attribute to be displayed.
Thanks Chi, worked like a charm.
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