Hi,
We have built a service request that has an additional item attached to it (Reference Request) - please refer to the screenshot below. When the requester fills in the Candidate Name & OneTouch ID (as highlighted) we’d like the Candidate Name & OT ID field on the Reference Request (also highlighted) to be automatically populated with the same information. Can anyone suggest a workflow to achieve this? Thanks in advance. :)
Best answer by Daniel Söderlund
Hi, thanks for your reply. The outcome will be that 2 tickets are generated. Avoiding the API route, do you have a suggestion on how this might be configured? At the moment the requester is having to populate these fields manually which is a double handling process. If there’s a way to just capture the OneTouch ID only rather than both (OneTouch ID & Candidate Name) this will also suffice. Thanks again, look forward to your reply!
Only solution then is to have a custom field on the ticket and you set on the child ticket when the main ticket is created.
Removing the field from the service item.
+14Hi,
We have built a service request that has an additional item attached to it (Reference Request) - please refer to the screenshot below. When the requester fills in the Candidate Name & OneTouch ID (as highlighted) we’d like the Candidate Name & OT ID field on the Reference Request (also highlighted) to be automatically populated with the same information. Can anyone suggest a workflow to achieve this? Thanks in advance. :)
If the field names are the same it will be populated* when the user fills in the request.
If you like combine to fields into one like this you need to use API to update the field.
Is this going to be 2 different tickets?
*Not all field typs
Hi, thanks for your reply. The outcome will be that 2 tickets are generated. Avoiding the API route, do you have a suggestion on how this might be configured? At the moment the requester is having to populate these fields manually which is a double handling process. If there’s a way to just capture the OneTouch ID only rather than both (OneTouch ID & Candidate Name) this will also suffice. Thanks again, look forward to your reply!
+14Hi, thanks for your reply. The outcome will be that 2 tickets are generated. Avoiding the API route, do you have a suggestion on how this might be configured? At the moment the requester is having to populate these fields manually which is a double handling process. If there’s a way to just capture the OneTouch ID only rather than both (OneTouch ID & Candidate Name) this will also suffice. Thanks again, look forward to your reply!
Only solution then is to have a custom field on the ticket and you set on the child ticket when the main ticket is created.
Removing the field from the service item.
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