How to copy Work Target's 'Target Date' information to a Workspace Item

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    FootPrints Service Core


    APPLIES TO:

    FootPrints 12 - Work Targets



    QUESTION:

    How can I copy the Target Date from the Response and Resolution Work Targets to the Ticket?

    Note: This article assumes that the SLM functionality has already been configured and Work Targets are being created for the Workspace Items. This includes: Service Portfolio has already been created, the Ticket/Work Target Relationships have been created, the SLM business rule has been created (in the Workspace) and the appropriate Service Level Targets (SLT's) have been created; and that Work Targets (WT's) are being generated for the appropriate Priority in the Workspace Item's record. Additional Information regarding this configuration can be found in the FootPrints Service Core 12 Help.


    ANSWER:

    This can be accomplished by creating a unique field for each date you want to copy (in this example, 'Response Date' and 'Resolution Date') in the Work Target Item and the Workspace Item, then creating some business rules to populate these fields from the Target Date and copying the values from the Work Target to the Workspace Item.

    1. Create two fields in the Work Target item:
     - Response Date
     - Resolution Date

    2. Add these two fields to the 'Agent Web' form for the Work target.

    3. Create two business rules in the Work Target to populate the respective fields, based on the Target Type:

     
      Business Rule: Populate 'Response Date' field from 'Target Date' 
       
     
      Business Rule: Populate 'Resolution Date' field from 'Target Date' 
     
      
    4. Save and Publish the Service Portfolio. 

    5. Create two fields in the Workspace item: 
     - Response Date 
     - Resolution Date 

    6. Add these two fields to the 'Agent Web' form for the Workspace Item. 
    Note: You may also want to add a Link Control to the form and configure it use the Ticket/Work Target Relationship. This will give you the ability to quickly access the Work Targets from within the Workspace Item record

    7. Create two business rules in the Workspace Item to populate the respective fields, based on the Work Target's 'Target Type': 
    Note: Notice that the Criteria is expanded to see the additional sub-criteria.  
     
      Business Rule: Copy Response Date from Work Target 
       
     
      Business Rule: Copy Resolution Date from Work Target 
     
      
    8. Save and Publish the Workspace. 


    Now, when a new work target is created, the Target Date from the Response Work Target should be copied to the 'Response Date' field and the Target Date from the Resolution Work Target should be copied to the 'Resolution Date' field in the Workspace Item. 


      

     


    Article Number:

    000111467


    Article Type:

    FAQ/Procedural



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