Auto-populate CI of current logged user (Caller) on Incident form after the form is submitted from Record Producer

[osni seca]

Hi all

I guess this has been achieved but I can't find a way to get it to work based on what I have seen so far.

I have a Record Producer where users can log Incidents. However, when users submit the form [from the Record Producer], the Configuration Item do not auto-populate on Incident form - which is what I want to achieve

Can i get some help!? Hint!!??

OS

[Sri Harsha3]

You can do it by configuring mapping the requester field in RP with the caller in incident form.

[Steven Parker]

When configuring the Record Producer on the "What it will contain" tab in the Script section, shouldn't you be able to do something like this:

current.cmdb_ci = producer.configuration_item 
//change configuration_item name to whatever configuration item field is on the record producer.  This is assuming that configuration item field on the record producer is a reference field.

[osni seca]

Steven - thanks

However, I wouldn’t like to auto-populate field on the Record Producer itself [at least not if there are other options]. I want the CI of the Caller [current logged user] to be auto-populated only on the incident form after the form is submitted from Record Producer – does that makes sense to you?

OS

[Steven Parker]

Yes that does make sense, but I am not sure I would do it that way (what if the machine the Incident is for isn't the machine they are submitting the ticket from).  You would likely need to do some server side scripts, but I am not seeing a simple solution to this.

The easiest solution is have them populate the CI field manually so you ensure every Incident ticket submitted is associated to the correct CI.  We actually have our users submit the Record Producer (keeping it as simple as possible for the end user) and our Support Center for each department assigns the categories for all Incidents and associates the correct CI.

We wanted the process to be as painless for the end user as possible to submit am Incident ticket.  Here is our simplistic form from my view point: