How can I create a standard change from incident through Interceptor ?

[williamgeorgesk]

Hi everyone,

This is trhe first time I request help from the community.

I have configured several standard changes through Change Management module.

Now, I want my technicians to be able to create a standard change from an incident with a form action.

Standard change is working with Interceptor.

So the behavior I need is :

1) A technician receives an incident

2) After investigation, it required a standard change

3) The technicien will right click on the form menu and select "Create a standard change"

4) The technicien is redirected to the "create new" change and he will see the interceptor menu to select which standard template to apply.

5) Once the standard template is selected, a standard change is created automatically with the incident linked to this change

Someone is able to help me ?

thanks a lot.

[Dominik Simunek]

Hi William,

The Standard Change Requests are created by "StdChangeProcessor" processor when you click the standard change template in the catalog. You would need to customize that logic because ootb the information about from which Incident you came from to the catalog is not kept when browsing the catalog. One option is to use "sysparm_processing_hint" parameter that is stored in catalog pages and could store sys_id of the original incident when browsing the catalog. Then you would need to customize the processor to get the information from "sysparm_processing_hint" and link the created change to incident.

Another option would be to not use service catalog for searching the right template, but instead use some popup window with simple reference field for Standard Change Template table. Once user would select a template in the reference field, you would create a change request and link them.

Maybe somebody else will come with some other possible solutions how to automatically link incident to standard change request. But I guess all of them require some development.

Best regards,

Dominik

[Goran WitchDoc]

I would use the sysparm_processing_hint.I actually had the same requirements at my old job where I did this both for incident and call.

I also made a blog post about it here: Lets make GlideAjax a little more dynamic

//Göran