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Custom Transfer task for the portal
Some of our analysts requests a 'Transfer' task, and I've seen people here asking about a task for the portal, which mimics the 'Transfer or Escalate' task from the console, so I made one.
It has a single addition compared to the equivalent console task, in that it clears the Assigned To User, as this was one of the requests from our analysts.
It has a few shortcomings too: The
AnalystComment, as I can't get it to work with
RecordDispatched, neither type or even icon. The workaround is, that it adds a text "Incident transfered to [supportgroup]: " / "Incident escalated to [supportgroup]: " in the top of the comment, so it's still clear what is happening.
Also, I couldn't figure out a proper way to validate whether a valid support group was selected before enabling the OK button, so this check happens only after the OK button is clicked, and it then shows a message if the support group is invalid or empty.
I have included the "Escalate" checkbox even though we don't use it here, as I'm guessing it's used by many of you.
Copy-paste the content of
custom.jsor include the script, and remember to copy the templates folder too.
Also can this be used on SR's and CR's?
So you want a combination of the "Assigned To Analyst by Group" task and this transfer task?
Such that you select a support group, select an analysts (in that support group?), enter a message, and then the case gets transferred to that support group, assigned that analysts, and logged in the action log with the entered message?
yes thats what i am looking for.
Okay. I can try to make something like this when I get some time, but I can't give you any ETA right now.
No problem Thank You.
It will save the Analysts a couple of clicks if they dont have to assign, then fill in "Comment", click add and submit.