2 Replies Latest reply on Aug 4, 2019 4:56 AM by Amit Jaiswal

    creating a task linked to a ticket once approval is given

    ios man
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      initially i tried the TASK on the ACTION part of the approval process. unfortunately it created a different task at all which is not linked to a ticket.

       

      i am trying now the Process Builder.

       

      If you have any thoughts on this, would be happy to hear them out.

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

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        • 1. Re: creating a task linked to a ticket once approval is given
          Amit Jaiswal

          The Workflow Action or Approval Action based Task will create standard Salesforce Task and not Remedyforce Task.

           

          Here is what you can do to cretae a Remedyforce Task linked to the Incident after approval:

          1. Create an Incident Template  say "Create Task On Aprroval" of System type (System Template = checked)

          2. Create Task Template(s) and link to the Incident Template "Create Task On Aprroval"

          3. In your Approval final step, set the Template Name tex field As Create Task On Approval.

          This will ensure that wnenever the Incident is Approved, the Tasks gets created and linked to the Incident with the field values configured as that in the task Template.

           

          Thanks

          Amit

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          • 2. Re: creating a task linked to a ticket once approval is given
            Amit Jaiswal

            Yes, in approval flow or workflow action, the Create Task option adds a Salesforce Task. This is not used in Remedyforce as Rf has its own Tasks and related process.

             

            Process Builder is the right way to go, but make sure you select the Task__c object of BMCServcieDesk namespace and not the salesforce Task object.

             

            Alternatively, you can create a Template and link a (or multiple) Task template to it.

            Then apply this template in the approval action field update by setting the "Template Name" Field =

             

            This will also create the linked Tasks.

             

            Thanks

            Amit

             

             

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