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Adding multiple tasks to an incident

Created: 30 Nov 2010 | 7 comments
Patrick Smith 3's picture
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So I finally figured out how to route incoming incidents based on certain criteria of an incident. Now what I REALLY want to do is figure out how to Create a couple tasks on a particular incident, each for doing a different thing and assigning those tasks to different people. Using workflow how do I do this, anyone have any hints?

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Nurb4000's picture
30
Nov
2010
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While not a direct answer i

While not a direct answer i would look at the smart task for creating sub tasks and see how they do it there, then duplicate what i needed.

Patrick Smith 3's picture
30
Nov
2010
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We are on SD 7.0.xxxx not the

We are on SD 7.0.xxxx not the beta 7.1 I am unaware of any smart tasks in the current production version... THough it is VERY possible I am missing something important. We used smart tasks extensivly in HD6.x and am attempting to replicate what we did there.

 

 

Also I expect to stand up a 7.1 evaluation server over the next couple days.

Nurb4000's picture
30
Nov
2010
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7.0MR2 here and i have a

7.0MR2 here and i have a 'create subtasks' smart task.

I have actually gone in and hidden it for now since we havent documented its use, but its there in MR2 at least ( and im pretty sure in 7.0 base )

Patrick Smith 3's picture
01
Dec
2010
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 I am on MR2 as well, where

 I am on MR2 as well, where do I find these smart tasks? in the web interface somewhere or in workflow?

Nurb4000's picture
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Dec
2010
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When you open an existing

When you open an existing ticket, all the 'stuff to do' that you see on the right hand side, like reassign, search google, etc.. are all "smart tasks"..

 They hang off that same form inside the Workflow, and are in fact just workflows of their own.  You can add/remove/hide/edit them.

Harold.Moore's picture
10
Dec
2010
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hiding smart tasks

What project are they in?  I want to hide a few fields on the incident form that we don't use...follow the sun...pcanywhere..etc..

 

Thanks

Harold.Moore's picture
11
Dec
2010
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I found it SD.INCINDENT.MANAGEMENT

I also found how to make sure classification are set and any other defaults

 

 

The Resolve form is found in the Initial Diagnosis dialog model of the SD.IncidentManagment project. Edit it and check the following:

  1. Edit SD.IncidentManagement.
  2. Go to Initial Diagnosis model.
  3. Edit Initial Diagnosis component.
  4. Go to Interaction Tab.
  5. Edit Dialog Model.
  6. Edit Work Resolve Incident component.
  7. Edit Menu Select component.
  8. Go to Functionality tab.
  9. Ensure Is Selection Required is checked.
  10. Save any changes.
  11. Edit the Resolve button.
  12. Click on the Functionality tab.
  13. Verify in Optional and Required Data Component IDs that in the first, IncidentCategorySelectComponent is not set to Optional, and in the second, is set to be Required.
  14. Save any changes. Republish project.