Add default comment when assigning status
scottmd
October 15th, 2008
We use the helpdesk to manage all of our purchasing requests. We have historically seen some confusion from our users when we have submitted orders to vendors because we were assigning a "Hold" status to the request until it is received, at which point we close the request and a new child incident is then created. What I am looking at is adding a new status such as "Pending Delivery" to place these in-process requests into, and when that status is set, a default comment entry will be added to the request - sort of an explanation of the process of how the request gets completed. My question, basically, is how do I automate adding that content to the request when it is placed into the new "Pending Delivery" status?
Filed under: Helpdesk Solution, Endpoint Management and Virtualization
RE:Add default comment when assigning status
You can create an Incident rule that sets the Comment filed to the default message you want. Your qualifier will be when the status is equal to "Pending Delivery".
Let me know if you need more help on creating the rule.
Works great
The recommendation worked great. Thanks for the quick repsonse.
But one more issues with this...
This works fine, the only issue is that when my purchasing users changes status to "Pending Receipt", the information she adds tot he comment is erased and supplanted by the default message. Is there a way to automatically include the info she types in as well as the default message?
Try this...
In the incident rule set the comment field to the following value:
Let me know how things go,
John Golembiewski
Midwest Practice Principal
ITS Partners
Jgo@itsdelivers
John Golembiewski
Midwest Practice Principal
ITS Partners
Jgo@itsdelivers
I have this
That is close to what I have setup. What I have looks liek this:
Name: Pending Delivery Auto Comment
Comment:
Set these properties: Set "Comment" to "Your purchase request has been submitted to the appropriate vendor. When it arrives you will get an email that this request is closed and a new request for setup/installation/delivery will be created in your name. "
When: Only when incident already exists
And: When ALL of these are TRUE
"Status" is not one of "Planned, Requested, Open, Resolved, Void, Hold, Closed"
Status: Active
Is terminal: Yes
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