Add property to Change Status popup

Roelof_Luinge

Hi community,

We like to add a Property (Resolution CI) to the popup screen when changing the status of an Incident.

In SCSM this is, as far as I know, not possible. I can not add this to this form, using the Authoring tool.

This is what I like to to achieve:

Thanks in advance,

Kind regards, Roelof

Nicholas_Velich

Hi Roelof,

It is not possible to add to the existing out-of-box task; however, you could create a custom "Resolve IR" task that has whatever properties/lists you need.

One example to get you started might be the "Convert IR to PR" task here: https://community.cireson.com/discussion/63/convert-ir-to-pr

The above conversion task shows an example of opening a pop-up window, resolving an IR, and creating a relationship between IR-and-PR (IR-and-CI in your case). All of these things would be relevant if you decide to create a custom task.

Thanks,
Nick

Brad_McKenna

I agree with Nick that a custom task in concept can easily achieve this, however (please correct if I am wrong @Nicholas_Velich) the biggest hurdle here is not losing/ensuring to retrain the ability for the resolution to handle Parent/Children tickets. 

Nicholas_Velich

@Brad_McKenna - good suggestion, and that would probably depend on how you have the Incident settings configured. When resolving a parent, you are able to:

1. Do nothing to the child IR
2. Automatically resolve the child IR
3. Manually decide what to do

(1) obviously would make this a moot point. (2) is also moot, as that option is handled via SCSM workflow rather than anything special in the console/portal resolution tasks. (3) is a console-only feature as it stands today, so a custom resolution task would behave the same as the default resolution task; however, a custom resolution task could be built to work in this logic if needed.

Thanks,
Nick

Nicholas_Velich

Hi Roelof,

It is not possible to add to the existing out-of-box task; however, you could create a custom "Resolve IR" task that has whatever properties/lists you need.

One example to get you started might be the "Convert IR to PR" task here: https://community.cireson.com/discussion/63/convert-ir-to-pr

The above conversion task shows an example of opening a pop-up window, resolving an IR, and creating a relationship between IR-and-PR (IR-and-CI in your case). All of these things would be relevant if you decide to create a custom task.

Thanks,
Nick

Brad_McKenna

I agree with Nick that a custom task in concept can easily achieve this, however (please correct if I am wrong @Nicholas_Velich) the biggest hurdle here is not losing/ensuring to retrain the ability for the resolution to handle Parent/Children tickets. 

Nicholas_Velich

@Brad_McKenna - good suggestion, and that would probably depend on how you have the Incident settings configured. When resolving a parent, you are able to:

1. Do nothing to the child IR
2. Automatically resolve the child IR
3. Manually decide what to do

(1) obviously would make this a moot point. (2) is also moot, as that option is handled via SCSM workflow rather than anything special in the console/portal resolution tasks. (3) is a console-only feature as it stands today, so a custom resolution task would behave the same as the default resolution task; however, a custom resolution task could be built to work in this logic if needed.

Thanks,
Nick

Roelof_Luinge

@brad_Mckenna and @Nicholas_Velich ,

Thanks for Your response. I understand the way how to do it, It's a pity that this is not simple to implement. I think this is to complicated for me to build as I am not a Dev.

Brad_McKenna

@Nicholas_Velich reviving an older thread with a question regarding your #2 above Nick.

For your #2 above, my assumption that the Service Manager workflow above would not be sufficient is due to the large number of lines in the Controller.js for the ChangeStatus/Resolve Task that has many references on handling Parent/Child tickets. Thoughts on this?