Hi, This may not be the method you have been told previously however - if you have a service configured within the Service Designer for this form, you can check the ‘read-only’ box. This will prevent colleagues from submitting a call.
Bumping this topic - willing to take ideas 😃
Hi both,Very much appreciate your responses. To paint a better picture I’d like to provide a made up scenario of how this might affect us.In 2023, Our department ‘Social Services’ is split into multiple departments. For example, ‘Adult Social Services’, ‘Children’s Social Services’ and ‘Social Services’ remains creating 3 departments instead of one.Now, when we do an item search by the item monitor functionality with the department of ‘Social Services’ every item that was assigned prior to the change will show in the monitor. Where actually, only a third of those items are now Social Services and the others are Adults & Childrens.Hope that paints a better picture and although, we can report differently using PowerBI like you’ve suggested, at a very quick glance or when data dumping, the information doesn’t seem credible.
We copy actions, the affected user should be informed about, to the parent ticket. So the affected user can see this information in assystNET without having the advanced event monitoring. Also these actions on the parent ticket will send out an email notification to the affected user. When the affected user answers these requests (on the parent ticket), we copy this action to all tasks that are currently open (this seems to be the best solution for us). Hi @sebIf you don’t mind me asking - have you set this up via the Action Processor or via ETM?Also, what tends to happen if the Service Request sits in the ‘Service Desk’ service department and the open task is in ‘Configuration’ for example? Does your method still work and apply the actioning user to the action when the action is transferred from the Task to the Service Request?@jyork - Have you managed to resolve your issue with another method?
Hi Danesho, I believe this would be possible by using the Action Processor and the ETM tool. You would need a SQL file to obtain the custom fields used within your offering within assystNET, for example:sql([[SELECT wcpc.string_value "USER_EMAIL"FROM jptsys_web_cust_prop AS wcpINNER JOIN jptsys_web_cust_prop_cont AS wcpcON wcp.jptsys_web_cust_prop_id = wcpc.jptsys_web_cust_prop_idWHERE wcp.jptsys_web_cust_prop_sc = 'USER EMAIL' AND wcpc.entity_id = ]] .. EVENT_ID)You’ll also need to create a source file within your .conf file. You can do this by including the below: { name = [[ "Create Source File for additional affected users" ]], data_generation = [[ { "..\\sql\\Additional_Affected_User.sql" } ]], condition = [[ true ]], activities = { {"log", [["Additional_Affected_User.sql SQL completed successfully"]] }, { "script", [[
Thanks @seb That answers my query perfectly. I would be quite interested to what you did to handle this if you’d be willing to share.We’re trying to combat an issue where we contact the user from a task a lot because the request is held in a different service department to where the task sits.
Hi, @danesho - no problem at all. Apologies, I misunderstood your question!Can you try the below instead of the ‘Additional Affected User’ field? I cannot see the extended details of your ‘billing_approver’ variable but you will need some way to extract some kind of value from the variable (Name, ID, Short Code, etc.)It’s also worth running an import to see if it works as it appears when I debug, it doesn’t show a value but the additional user is added to the ticket as expected.
@danesho - We are on ETM 1.5 & assyst 11.4.1, perhaps this was removed in one of your upgrades?Is your assyst resource set to ‘Event’ at the top of the mapper?
Hi @danesho - I have one more thing you could try.When using the below in my environment, I can still assign an additional affected user within the ticket even though it suggests an expression must be used. In my case, I am getting the imported users managerId and then using that as the additional affected user but in your case, you need to try and extract the ID of the user entered in your custom field.
Hi @Manish Verma - just responding to this question as I see it hasn’t had any replies yet.Can I ask for more information and what your intention is once you have this data?For example, are you looking to get all items where the shortcode contains the word ‘MODEL’ and then, make some kind of change to the records found using an ETM mapper or are you simply looking for a data dump of all items?
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