Logging comments as helpdesk workers through workflows.
MUHenry
October 19th, 2009
Hi Guys
Im working on a workflow where at some point we require helpdesk workers to log comments. Though im not sure how to log the comments as the worker that is using the workflow. Does anyone know how it can be done or if its possible.
thanks.
Filed under: Workflow Solution, Endpoint Management and Virtualization
Your easiest option is to use
Assuming you mean the comments of HelpDesk tickets... your easiest option is to use the Edit Ticket component. There should be a field to edit comments.
Another option is to use a generated SQL component (to both set the is_current of the topmost workitem row to false, and insert a new workitem row marking up the comments and making it's is_current = true), though the previous option is definitely the easier way to go.
Hope this helps.
I would get the current user
One method might be to get the current user. Then use a SQL component that looks up and verifies that the user is an actual helpdesk worker. Once that is done, you need the id of the current HD user and you put that id into the Edit Ticket component.
Hope that helps.
Now that I "fully" read your
Now that I "fully" read your post and figured out the crux of what you want to do, BenS definitely has the correct way to go... is there's a login mechanism in your WF, you can use the output variables of that for your lookup.
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