Auto Populate Worknotes after UI action

[saicebrian]

hello,
i've created an acknowledge button that will be clicked by the itil user once a new ticket is raised by the customer. This will serve as a Receipt sent via email of the caller_id that we have acknowledged their concern and we're now looking at it.

What i'd like to happen is that, once the acknowledgement button is clicked, it will be automatically reflected in the worknotes. Is this possible? any idea how this can be worked out?

Also, i'd like to run reports against those acknowledged and those that were not. Any how this can be done?

Thanks
Sai

[Jay_Ford]

You can add a true false field into the form 'Acknowledged' (u_acknowledged) and set this to true when someone acknowledges the ticket. It can then be hidden so that no one see it but you can use it in reporting. The create your ui action and have it update both the work notes and teh acknowledges field.

current.work_notes = 'Incident acknowledged by ' + gs.getUserName() + ' on ' + gs.now();
current.u_acknowledged = true;
current.update();

You can also add a condition to the button so that it only shows up if the incident hasn't been acknowledged.

current.u_acknowledged == false

[saicebrian]

Thanks Jay, really helped me fixed the issue!

rgrds,
Sai