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No field for Third Party Reverence numbers

Created: 11 Sep 2013 | 6 comments
Dan B's picture
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Is there a field anywhere in Incident, Change or Problem tickets for a Third Pary Reference number?

 

Many of our staff interact with third parties on a daily basis.  These businessed all have their own ticket numbers which need to be recorded in the ticket but in a seperate field (not description or title) so we can also leverage this information in reports and rulesets.

 

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TGiles's picture

This can easily be done for each of the projects submital forms. You would want to create a user created data type with DB mapping making sure to include a session id field in your object. Each project has their own edit project (SD.IMSimple.Classification, SD.CMSimple.Planning) which you can use to edit the data if it needed to change.

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Dan B's picture

Will this allow me to add as a report setting so support staff can quickly search for a particular third party reference?

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Jason Short's picture

Yes, you can add that information to your reports.  Please take a look at this video on setting up custom fields:

ServiceDesk Customization: Add Custom Data Method 1 - Custom Data Type Part 1

 

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Dan B's picture

Thanks Jason,  We are aware we can add new fields but a 3rd party refecence is a core part of any vendor relationship.

We would like to see this field included and do not want to add it ourselves only to have it released at a later date causing rework and issues from the resulting mismatch between the old and new data.

 

So on that note we would like to know if this will be considered in a future release?

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Dan B's picture

How are we to use this in rulesets and templates if we create the field ourselves?

The idea is to link Third party systems using a Unique ID.  Many of your existing/future customers are likely to require this so customising SD for this basic requirement is a risk for us.

 

 

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Dan B's picture

Do you have nother way to watch the video as it will not allow me to watch past the first 2 minutes in Mozilla or IE?

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