Question

Copy Category from Ticket to Problem?

  • 31 October 2022
  • 3 replies
  • 28 views

Userlevel 3
Badge +3

Hello,

Maybe I am looking over it, but it looks like that there is no option to copy the category automatically when creating a new problem starting out of a ticket?

It sounds very logical to me, but I have tried it myself and when I created a ticket, and then created a new ticket from there, the category was not prefilled…

Any thoughts?

Gr.

Chris.


3 replies

Userlevel 7
Badge +14

Hello @Chris S., you can use workflow automators to run on the problem record when it is created that can set the category, sub-category, and item for you. 

Hope this helps :)

Userlevel 3
Badge +3

Hello @zachary.king, indeed. I've tried that but the problem is, I cannot get the automator to autofill the category that is selected in the ticket. So, I need a kind of reader that “reads” the chosen category in the ticket and fills that in the category field of the problem.

Userlevel 7
Badge +14

Ahh @Chris S. , yeah that would make it difficult if you have a large range of categorization for problem records. Hmm...🤔 I will keep thinking about this.

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