Incident Number Generation
This issue has been solved. See solution.
JoeBolster
August 7th, 2009
Our helpdesk is wondering if there is a way to get the incident number before actually saving the incident. The reason being is..when it gets busy they have to go thru all the steps to capture the information, save it and then give the incident number. If there is a long description that needs to be typed they usually hang up with the user and continue on that same incident. If the phone rings they need to answer the call but cant put any comments in the new incident until the first is saved. Thank you...
Filed under: Helpdesk Solution, Basics, Best Practice, Features, Endpoint Management and Virtualization
In my experience those
In my experience those numbers aren't generated until the incident is saved the first time.
- Matt
When the new incident screen
When the new incident screen is first loaded an incident is created with the default values and then immediately deleted. I am pretty sure you can pull the incident number from the incident and display it on the new incident page.
Take a look at the following
Take a look at the following two procedures.
sp_getdefaultworkitem
sp_getdefaultworkitemandwucis
Also take a look at:
Altiris\Helpdesk\AexHD\worker\workitemedit.ascx
Altiris\Helpdesk\AexHD\templates\workitemedit.ascx
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