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Is it possible to require a comment when escalating or transfering an incident?

Adam_MorrisAdam_Morris Customer IT Monkey ✭
I'm in the process of setting up the analyst portal and I need to mimic the "Escalate or Transfer" task in the console. I need the portal to require a comment when transferring an incident to another support group. Is this possible?

Answers

  • Martin_BlomgrenMartin_Blomgren Customer Ninja IT Monkey ✭✭✭✭
    You could disable the 'Support Group' field which makes it non-editable and hide the built-in 'Assign To Analyst By Group' task which you replace with a custom built one.

    If you or someone within your organization have some js knowledge together with Cireson KB and looking at already built custom stuff the above shouldn't be to hard to accomplish.
  • Brett_MoffettBrett_Moffett Cireson PACE Super IT Monkey ✭✭✭✭✭
    Unfortunately @Adam_Morris this is a custom task that you would have to create.
    As @Martin_Blomgren suggests, if you do have someone in your organisation that knows JS then this can be achieved without too much effort.

    If you do create a custom task, please share it here in the community as an example to others who want something similar.

    Good Luck
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