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Custom Quick Create WI from dynamically filtered templates

Martin_BlomgrenMartin_Blomgren Customer Ninja IT Monkey ✭✭✭✭
The builtin version for creating WIs is sometimes confusing to the analyst whom doesn't always know the difference between an Incident and Service Request. Further more presented with a vast amount of templates they don't always know which one to select and finally the amount of clicks back and forth to find the correct one.

Here's how we have solved it with a custom quick IR/SR from dynamically filtered templates always ready for the analyst:


Simply add your support group names in the Name or Description of the template and they will show for analysts that are member of those groups! (Thanks @Brian_Wiest for the idea and testing!)

It's possible to add more support group names to a template if you want them to share a template.

For those of you who don't want to filter per support group there is a setting where you can filter templates by a keyword thus enabling the same templates for all analysts.

Tested with portal version v7.2, v7.4 & v8.1 (dont work in v8.0 due to a broken api endpoint) and all the major browsers.

DOWNLOAD
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custom_QuickWorkItemFromTemplate.js (right click and 'Save as')

INSTRUCTIONS
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GitHub (instructions and collaboration)

Comments

  • Jeff_LandersJeff_Landers Customer IT Monkey ✭

    This is awesome and just works.   Is there a reason that after it creates the incident and gives the IR number, that the number is not a hyperlink like in the default quick create?   That would be my only improvement.

    Well Done

  • Jeff_LandersJeff_Landers Customer IT Monkey ✭
    edited February 21
    Martin_Blomgren One more thing.  What drives the order of the templates when they come up?  I tried to change the template name and description to get the generic ones to come up first to no avail.  Can you advise?
  • Konstantin_Slavin-BoKonstantin_Slavin-Bo Customer Advanced IT Monkey ✭✭✭
    You can add the link by editing line 125 (app.lib.message.add function) to include a href to the workitem.id (combine with Martin's "Single URL for all Work Items" community upload for easier linking).

    There's no sorting of the templates, it's just displayed the way they are returned from SCSM. But you can add your own sort on line 248, after the templates are assigned to the newTemplates var, e.g. to sort alphabetically by name:
    newTemplates.sort((a,b) => a.Name.localeCompare(b.Name))

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