Can I apply a variable in an Incident or Change template?

stb2 · ‎02-23-2017

Hello,

I was wondering if it is possible to apply variables in a certain template?

In detail, that would mean for e.g solving an Incident I create a template with the appropriate state and so on.

Then I would like to fill in the field Additional Comments with the text:

Dear "CALLER"

We have resolved the incident.

And Caller should be the name from the current record.

Is this possible somehow?

anurag92 · ‎02-23-2017

Yes it is possible with client scripts.

So, if you change the state to: Resolved - you can auto-populate comments as using onchange client script.

function onChange(control, oldValue, newValue) {

if (oldValue == newValue)

return;

if(newValue == '6')
	{
		var caller = g_form.getValue('caller_id');
		var str = "Hello"+caller+" We have resolved the incident.";
		str = String(str);
		g_form.setValue('comments', str);
	}

}

Let me know if this helped

RajNow · ‎02-23-2017

Hi Stefan, you may check the below post for similar query.