That field you're adding is just the Vendor company, not the actual group name. I think you will need to use the Vendor Group field instead and you may need to adjust the filter workflow to make sure that it populates all the vendor group fields once entered.
I'll let you know if I have success with this as I have the same issue.
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I seem to have successfully been able to add the vendor fields to the incident form in Smart IT and can save tickets.
I did the following:
- Added the Vendor Organization field to the Help Desk form default view (it's not on the view but is on the form)
- Added the Reported to Vendor datetime field to the Help Desk form view and the identical field was also added to the incident interface and incident interface create forms
- Created a new filter that fires on any change to the vendor fields and retrieves the support group ID matching the vendor fields selected. This needs to have a execution order quite early in the list (<30)
- Refresh the metadata in smart IT config
- Add the Vendor fields to the incident form including the reported to vendor, vendor name, vendor org, vendor group and vendor ticket number.
- It's probably best to have the vendor group fields put into a group with vendor name, org and then support group
That's all I needed to do. The reported to vendor is a compulsory field and you may want to put some workflow or validation around that but for the purposes of the exercise I allowed it to be edited manually.
No guarantees it will do everything you need to do with Vendor fields but it should get you to the point where you can edit them and save tickets. If you need any more specific help with it, let me know.
My company specializes in moving tickets between different ITSM systems including remedy so this is something we needed to do ourselves anyway.
This method is alredy officialy described: