2 of 2 people found this helpful
Why not just update that field on incident level?
That's exactly what I am trying to accomplish. The new read-only text field on the Incident object (let's call it "Ice Cream Flavor") is now being populated with the "Favorite Flavor" value the customer selects when submitting the "All Scream For Ice Cream" service request via mapping the user input through the Fulfillment tab on the request definition . The customer can pick Vanilla, Chocolate, Strawberry, Rocky Road or Pistachio. But on all of the old tickets that new "Ice Cream Flavor" field is blank even though the customer did select a "Favorite Flavor". We can see the selection of course in the Security Request Details but we want to copy it to the "Ice Cream Flavor" field on the Incident. Because of the number of requests (hundreds) manually entering it is not feasible.
Hope that helps.
5 of 5 people found this helpful
Via a report make an extract to excel, so you have the old favorite flavor. Next do an update on incident where favorite flavor is updating ice cream flavor.
Make sure that the user who will do the update has read/write access to the field
3 of 3 people found this helpful
That actually was not too bad. Just had to add the Ice Cream Flavor field to our custom Incident report with Service Request Input Details, filter on Request Definition = All Scream for Ice Cream and Fulfillment Inputs: Fulfillment Input # = 00001066 (the one for Favorite Flavor). Show Incident #, Ice Cream Flavor and Response. Ran the report, exported it, copied the Response field values to Ice Cream Flavor and then ran an update via Data Loader. Viola!
Thank you, Paul.
I really want some ice cream now!