Question

Shared fields between service items when bundled

  • 1 June 2022
  • 4 replies
  • 39 views

Userlevel 6
Badge +9

Hello, 

Is there a way to share the values selected when you have bundled SI? 

If you have a bundle for hardware like phone, computer
Example, Location, payment information added to the main SI need to be added or updated in the child SI as they go to different groups. 

I can get the SI information using API but can’t see a way to update them. If I would use a WFA to update the fields afterwards. 


4 replies

Userlevel 7
Badge +14

Hey @daniel.soderlund just for some clarification, do you have the individual service items of the bundle creating child tickets of the main request? And if so you are saying you are not seeing the fields that you filled in for that main request in those child tickets?

Userlevel 6
Badge +9

Hey @daniel.soderlund just for some clarification, do you have the individual service items of the bundle creating child tickets of the main request? And if so you are saying you are not seeing the fields that you filled in for that main request in those child tickets?

Yes they are created as child tickets. 

It’s not about seeing it’s about not needing to select the same information several times when you are using a bundle with several SI that has same custom fields. 

Userlevel 7
Badge +14

Ahh so you were hoping for something similar to the employee onboarding experience where service item fields with the same name are auto-populated? Which, by the way, found out only work with text fields. Sure would be nice to have that functionality work for more field types as well as work in your situation with bundled items.

The bundling of service items has always had some quirks, in my opinion. For example why does it generate a ticket just for the service item identified as a bundle, housing additional service items? This ticket doesn’t contain any requested items. If we can create bundles, why can we not add bundles the employee onboarding kits and access those additional service items (would save a lot of space, and free up the ability to add more to the restricted list of 30 items that can be added.)?

So I am right there with you my friend, hoping for a more user friendly bundled item experience.

Userlevel 6
Badge +9

I looked at the employee onboard module but couldn’t see how I could change the first form the requester gets. 

Workaround is to remove all common fields from additional SI in the bundle and then use a WR to add the fields from the main SI to the description of each child case that is created. 

Best would been fields that is based on the same CO would get the same values if it’s not selected in the additional SI. 

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