Concatenate CI display name with other text in Title of Incident
I have an interesting scenario and would appreciate some advice.
We have 50 remote sites, I have created a custom CI class with all the required properties for these sites. In the class I mapped the site supervisor to the "Owned by User" property.
Each site has an supervisor that will be using the portal to log incidents.
But they can also call the Service Desk to log an incident on their behalf.
In the console I created 20 templates that specifies a title, support group, priority etc.
I created a RO's that uses these templates, in the RO I ask them to select the remote site via a query results prompt type and for a description.
The description I map to description in the template. For the query result I ticked the two boxes to add the CI as related items so this adds the site to the incident.
All of this works well but, It will be awesome if I could add the remote site display name to the title of the incident, this will allow the analysts to immediately see the affected site.
Lets say I made the title in the template as ADSL Problem, now I want to change the title to "Site 1 - ADSL Problem" after the incident has been created.
I tried to use the site name as a token to update the title but it just overwrites it, it does not concatenate.
I guess this can probably be done with some Orchestrator magic, but I prefer to update it immediately without adding extra load to the system.
Any ides/suggestions will be highly appreciated.