Enabling "Push comment to Children" for All Incidents

Hello,



I have not tested it yet but try an automation rule something like this:

in the

quote:


When: Every time an incident is saved

And: When ALL of these is TRUE

"Parent incident number" is not equal to "0"

workitem_status_lookup_value = PREVIOUSITEM(workitem_status_lookup_value)

<end>

then URL parameter

id WORKITEM(workitem_number)

process_parent yes

workitem_comment Comment from Child: Incident #WORKITEM(workitem_number) - WORKITEM(workitem_comment)

Thanks

I am having trouble creating the URL paramater? any suggestions on creating ths?

which kind of trouble? any error? any log?

no, more basic. I am not sure how to set it up?

Hello,



On the helpdesk console:

Flyout Menu:

Admin > Automation Rules > New Automation Rule



Name: test URL pushing comment to parent incident when comment changes.

Description : this is a rule which will push the comment from a child incident to its parent. the child is identified by the field "Parent incident number" is not equal to "0" we includes in the rule.

Set criteria:

"Parent incident number" is not equal to "0"

"Comment" Changes



.... you could add more criteria if needed...



URL click the start to create the URL:

on this new page:

URL Type: Create or edit an incident

Name: test URL pushing comment to parent incident when comment changes

Check the box "Edit incident's parent"

Set these properties:

select "Comment" from the dropdown list click "Add"

in the "To" box enter

workitem_comment Comment from Child: Incident #WORKITEM(workitem_number) - WORKITEM(workitem_comment)



Let me know if this help...



Thanks

Thanks this seems to work.

I have tried to get the parent to send comments to child with no luck though. Changed the "Pernet Incident Number = 0" and of course the URL to edit child

Any ideas on that?

Try this rule which works for me:



Name: Change Comment of the Child



URL: http://<<server name>>/AeXHD/WebService.asmx/ProcessWorkItem



URL parameters: id WORKITEM(workitem_number)

process_children yes

workitem_comment: Incident #WORKITEM(workitem_number) - WORKITEM(workitem_comment)



Send parameters using: POST

Credentials: Impersonate the worker

Save response: Yes



Process response: ProcessResponse script will not be called if not logging to incident



Thanks

Verify the parameter:

Is Terminal should be "No"



Criteria

When ALL of these are TRUE

"Parent link type" is not equal to "Simple"

<end>



BE CAREFUL

Parent Incident Number = 0" will give you only the last parent of your incidents... if you have grand-child and so on they will not be pciked...

e.g.:

Incident #1 (Parent Incident #2) & (Grand-Parent Incident #3)

Incident #2 (Parent Incident #3)



Incident #1 is Parent Incident Number = 0 but #2 & #3 are not.



If you have issues enabled the "log to incident = yes" thus will show you if something has been processed...



Thanks

I have tried your suggestion but have been unable to get the comment to push to child. Any ohter ideas?