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Hi Ezra Wise, you are right that not all the entries in the stub form are present. I added some comments to the discussion on this thread (DWP-Catalog Remedy Connectors - Please add at least all fields in Interface Create Forms) about how to resolve this. You basically need to do two things:
- Use the Track Activity workflow item to link the created incident back to the service request. I show the parameters for this in the comments on the above thread.
- Add the additional fields to the SB Stub form. There is of course a risk that the stub form content may change in the future, so you ned to bear this in mind. The fields that you need to add to the stub form are:
Once you have done this, all work info updates are reflected in both directions, status updates are transferred and the incident is cleanly linked to the DWP-C service request. It functions exactly as if you had created the incident via the Incident create workflow.
Wow Paul Seager-Smith! That's a lot of content ...and it made my head hurt. I never would have found this on my own, despite my best googling efforts. I will try this out after re-reading 2 or 300 times - and after many, many cups of coffee - and let you know how it turns out.
Thank you very much for the assistance.
This worked perfectly! Even better than I was hoping for with the bi-directional Work Notes/Comments (I thought I was going to have to do this with workflow.) Thank you Paul Seager-Smith - you are my new favorite person in the world!!