How to populate an alert when Incident form contains P1 ticket

shaik_irfan · ‎06-27-2017

Hello Everyone,

We have a requirement where i need to populate an alert message that this is an P1 ticket on Incident form.

What i can see is when i view as end user i;e: by changing url to ESS and raise a ticket making it as P1 i can see an alert populated that this gonna be a P1 incident but at the same time when i open a ticket normally without viewing as ESS i unable to see an alert.

Will there be any particular condition that it should be viewed only for End users but not for ITIL users ? if yes how to troubleshoot to find what is the back ground script written whether it is BR, Script include or Client Script

Sadasiva Reddy · ‎06-28-2017

Hi,

That seem to be a Orderguide and alert is written in Onchange catalog client script. Go to that particular orderguide and check catalog client script.

Regards,

Sadasiva

Please mark helpful/ correct based on the impact

View solution in original post

Sadasiva Reddy · ‎06-28-2017

Hi Shaik,

Can you share screenshot of it. so that we can get to know the exact thing.

Regards,

Sadasiva

shaik_irfan · ‎06-28-2017

Which Screenshot ? ESS ?

Sadasiva Reddy · ‎06-28-2017

Screen shot of the form having alert and urgency, impact , priority fields..

shaik_irfan · ‎06-28-2017

Here you go:

Its a Service Catalog i think:

shaik_irfan · ‎06-28-2017

Yup i got it that is Catalog Client Script.. I need to write a Client Script to get same popup alert on Incident form right ?