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How-To: Update User Details Input Screen For Analysts
Our company had a requirement for analysts to be able to update user details on the fly when taking calls, or actioning incidents / service requests.
Our analysts don't use the console, so for us, we had to figure out a way of achieving the same thing via the portal.
I have been working on this for a couple of weeks now, and finally have it working.
Essentially you need to add a button somewhere on your incident form (or Service Request form), which will trigger an action and run the code. This will then open up an input form and allow the analyst to update details associated with the currently selected "Affected User".
Note: This solution will only update SCSM (not AD). You will need to setup a separate workflow or runbook to then push these changes back into AD. To do this, we also set a "syncToAD" Boolean value in SCSM. when when triggered, runs a workflow, which pushes all the changes back into AD.
Please note. I have commented out sections of code which are specific to our business unit, but they may still be useful for others.
For example, we have two enum lists, one for "Addresses", and another for "Offices" that we use to force analysts to pick specific entries, rather than use a free text field.
If you look through the code, you will be able to see where I have set this up, and you can uncomment these sections, update the enum GUID and you should be good to go.
Otherwise, you can leave the code as is, and you can just update free text input fields instead.
Also note, I could not get the AJAX Post calls working properly "without" disabling AJAX caching globally. With AJAX caching enabled globally (even with AJAX caching disabled on specific calls), user details were only updating intermittently or not at all, however they would update with the development tools enabled. This is known bug in IE, so to get around this I have added code at the top of Custom.js to disable AJAX caching globally. The Cireson guys may have a different trick to get around this.
Saying all that, I have not noticed any issues (or related slowness) with AJAX caching disabled.
Due to the limitations in characters of the post, I will post the code after this post.
Any questions, just ask, and I will try to help.