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Question

scenarios and custom fields

  • 11 November 2022
  • 3 replies
  • 54 views
JTAVOLARO
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Userlevel 5
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I have an existing ticket, say a change user ticket.  When the ticket was created through a service request, a custom field for the User Name was filled out

 

Once the ticket comes to me, I determine what scenario needs to be run, and I run it.

The scenario generates tasks

I want the tasks to include the User Name information from the SR custom field

 

How would you guys do it?

 

My thinking is to search the ticket description for the Username string and grab that into a variable, but the json is beyond my skill.

 

Any ideas?

3 replies

M
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Badge +1

Why not do this in a workflow? When SR is raised → If SR= XYZ → Action: Auto add tasks. 

 

You will be able to add the tasks and use placeholders from the ticket.

JTAVOLARO
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Userlevel 5
Badge +8

I have that in place, but I need a method to add additional tasks for when either the user doesn’t fill the Sr out properly, or I determine the tasks are needed.

M
Rank
Badge +1

So you want to add requester fields in your task, or also fields from the SR. Can you give a specific example ?

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