Hi,
 

At present, this is not something that’s currently possible from the Event Monitor. However, we encourage you to log your suggestion in the Ideas area (see below). This will enable the wider customer community to view your idea and provide comments or votes.

From version 11.8.1 onwards, you may also be able to utilise the destination and ETM channel features to have the decision answer automatically copied as an action to the parent ticket. Professional Services team can assist with implementing this functionality if you are interested. We recommend speaking to your Customer Success Manager (CSM) to confirm availability and to check with Professional Services.

Before submitting your idea, please be sure to enter "assyst" in both the Product Area and Tags fields. This will ensure your suggestion is registered under the IFS assyst category.

https://community.ifs.com/ideas

Best Regards,
Caroline

Hi Caroline,

Thank you for your reply. I do understand how to retrieve the decision answer, however in this case the customer specifically requires that this be done through the Event Monitor.

Best regards,

Hi,

Where you can retrieve the decision answer, did you try creating logic to write the decision answer to a Shared field?  The shared field could then be added to your Event Monitor.

Best Regards,

Thanks for the suggestion!
I actually thought about that approach — writing the decision answer to a Shared field and using it in the Event Monitor.
However, it might not work properly when there’s more than one decision in the flow, since it could get overwritten or mixed.
Also, I couldn’t find a way to set a Default Value Expression that retrieves the decision answer directly.

I was thinking you’d have an AP rule that called the logic when a Decision Task was answered.  Something like this.

The logic would first grab the current value of the Shared field (empty for the first Decision task), then get the answer of the Decision task.  Then concatenate the answer to the current shared field value and then populate the shared field with this new value.

For the first decision task it would be something like;

current shared field value = “”,

answer = “answer 1”

new shared field value = “” + “answer 1”

For the next Decision task it would be something like;

current shared field value = “answer 1”,

answer = “answer 2”

new shared field value = “answer 1” + “answer 2”

This would continue for each additional Decision tasks answer.