please help with your expert suggestions
1 of 1 people found this helpful
if you only want to do this in incident tickets you can add some custom workflow on HPD:IncidentInterface_Create.
Subject ist written to the description Field, Notes are written to Detailed_Decription Field.
So you can add a lookup form where you can configure your "rules" and perform some set fields actions before the HPD:HII:CreateIncident_100`! Filter fires.
We have done such customizing and we are able to set impact,urgency,service type,reported source, operational categorization, affected ServiceCI. In Addition we can auto-relate Knowledge Articles, CIs and we can use incident-templates.
For the usage of templates you have to set the TemplateID-Field before the mentioned filter.
Thanks a lot Juergen,
Let me implement the same and will let you know. what i am thinking is i am willing to set a Keyword in the summary of the incidents logging through the email which include priority types like if subject has PRIORITY-MEDIUM then set field to Medium and if PRIORITY-CRITICAL then set Priority to CRITICAL.
Let me try this if this fulfill my requirement,