1 of 1 people found this helpful
We just expose the "Request Definition" lookup field on the console so that Incidents can be convert to Service Requests.
Kedar thank you for the link. Unfortunately I am not familiar with the process builder and have not accomplished my task.
How do you specify the unique input values for the specific request definitions in the email template though? They aren't going to be available to map to a delimited email keyword.
2 of 2 people found this helpful
Everything goes in description. I am looking at easy way however looks like it requires updating couple of tables when SR is created.
Apex is one option - I am researching on click and configure .. if I find a solution I will share.
Okay, bummer. Putting everything in the description does not help. The inputs would have to be then manually populated after the fact before the next save or else it will not be able to be updated. While the over whelming majority of requests that are generated are via self service we do have several use cases where the automation of a ticket is possible but we can only create incidents. So we end up creating a service request title for that thing so the person fulfilling the request can convert the incident to the proper request.
Our primary use case is in regards to move and identity management requests. For example, when an associate is moving from one space to another (could be same building or different building) they submit the request through a site Corporate Facilities uses as they coordinate the moves and update the maps, etc.. If there is a computer hardware component to the move then the associate has to fill out a second request in Remedyforce Self Service.
The Corporate Facilities solution has the ability to generate an email on submission. It is configurable and I would like to be able to leverage the email listener so the SR in Remedyforce will be automatically generated and required input values populated. Saving our associates from having to duplicate work is always a good thing and a big service management win.
Would be great if in the request definition we could specify if an SR is available for use via email creation and, if so, all inputs are available via the ## delimiter, or whatever delimiter you choose.
Will have to give this some more thought as we are getting more asks for this.
3 of 3 people found this helpful
You can achieve this with a custom apex emaillistener, but I would not recommend as it's very specific for this use case instead of general.