Is it possible to fill in comment in "note" field when using activities in SRs?

Silas_Sulser

Hello

We've started using activities in SRs and we all really appreciate it.

Before we used activities we used SRs like IRs, we manually closed them, when they were done.

We've also had the possibility to add a comment in the "Note"-field.

Thats the comment field which pops up when you manually Close a SR:

When a SR gets closed, it automatically sends a message to the affected user, that this ticket has been closed.

In this message we also send the value of that "Note" field:

$Context/Property[Type='CustomSystem_WorkItem_ServiceRequest_Library!System.WorkItem.ServiceRequest']/Notes$

But since we've started using activities, this field is no longer needed, because it automatically Closes the SR when all activities are done.

My question: Is there a possibility to fill in a predefined comment in "note" field (through the SR template)?

The usecase: We normally put somthing in that field like "Your device has been set up, you can grab it at the service desk office" that our customer knew when his/her device was finished.

Many thanks ans best regards

Billy_Wilson

Hi Silas,

If you are using a predefined message like the one you listed above, you can add that to the Results tab in the SR template. However, if you want the SR Implementation notes to include whatever is the Activity Notes, you can create a runbook in Orchestrator that will read the notes from the MA and copy them to the SR notes. Then you would have a Runbook Automation Activity be the last activity in your SR workflow.


Hope this helps.

Billy_Wilson

Hi Silas,

If you are using a predefined message like the one you listed above, you can add that to the Results tab in the SR template. However, if you want the SR Implementation notes to include whatever is the Activity Notes, you can create a runbook in Orchestrator that will read the notes from the MA and copy them to the SR notes. Then you would have a Runbook Automation Activity be the last activity in your SR workflow.


Hope this helps.

Silas_Sulser

Many thanks for your help Billy I'm going to try that out.

Konstantin_Slavin-Bo

Not directly relating to your question, but since we're on the subject of notes in activities, I just wanted to bring to attenting the <Group> tag, which can be used to iterate over a number of activity notes, and print them all in a mail-template.
You just put <Group></Group> around the reference to the Notes property on Activities, and it will automatically list all the Notes it find, in all the activities in the SR, e.g.:

<Group><br>&nbsp;&nbsp;&nbsp; $Context/Path[Relationship='CustomSystem_WorkItem_Activity_Library!System.WorkItemContainsActivity' TypeConstraint='CustomSystem_WorkItem_Activity_Library!System.WorkItem.Activity']/Property[Type='CustomSystem_WorkItem_Activity_Library!System.WorkItem.Activity']/Notes$<br>&nbsp;&nbsp;&nbsp; <br /><br></Group><br><Group><br>&nbsp;&nbsp;&nbsp; $Context/Path[Relationship='CustomSystem_WorkItem_Activity_Library!System.WorkItemContainsActivity' TypeConstraint='CustomSystem_WorkItem_Activity_Library!System.WorkItem.Activity.ReviewActivity']/Path[Relationship='CustomSystem_WorkItem_Activity_Library!System.ReviewActivityHasReviewer' TypeConstraint='CustomSystem_WorkItem_Activity_Library!System.Reviewer']/Property[Type='CustomSystem_WorkItem_Activity_Library!System.Reviewer']/Comments$<br>&nbsp;&nbsp;&nbsp; <br /><br></Group>

And you can even wrap the properties in e.g. <td>'s to give it a bit more structure.