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Convert SR to IR Add Ins

Sean_Terry

Sean_Terry Customer Advanced IT Monkey ✭✭✭

December 2021 in Service Manager Portal Feature Requests

We really like this add in. We want to remove a custom solution.

The only downside is not being able to select the desired status. For example, we would like the status to go straight to Closed, to avoid end users replying and reopening the IR.

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1 votes

Submitted · Last Updated December 2021

Comments

Geoff_Ross Cireson Consultant O.G.

December 2021

Hey @Sean_Terry
You can set the status the SR goes to in the Add-In settings.
Check out https://kb.cireson.com/article/user-guide-add-in-convert-sr-to-ir-task/2584 for the full description of each setting.
Geoff

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Sean_Terry Customer Advanced IT Monkey ✭✭✭

December 2021 edited December 2021

@Geoff_Ross Thanks. Is there anyway to get the related ticket into the newly created ticket? Just thinking of email communications with the affected user. If not, that would be a nice little addition, where you can customise things with details from either ticket.
At the moment, tickets are set to closed to avoid email notifications, so it would be good to customise the replacement so we can say in the title or description that it replaces SRXXX. That's the only thing missing unless there is already something in place.

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Geoff_Ross Cireson Consultant O.G.

December 2021

@Sean_Terry I'm 99% sure this is how it works. It relates the old and new tickets with WorkItemRelatesToWorkItem
Geoff

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Geoff_Ross Cireson Consultant O.G.

December 2021

I've just checked the code. I stand corrected. Its on the feature request list now!

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