Linking Short Descriptions for RITM and SCTASK

[ShawnaW]

Hello,

I've seen several posts with similar requests and am needing help, I am not a well-versed developer but we have a requirement to "link" the short descriptions between a RITM and SCTASK.  Ideally, we would manually update and save the short description at the SCTASK level and want the RITM short description to update to reflect changes made on SCTASK short description.  I understand that this is likely needing done as a business rule but I need help with the scripting part and what all needs to be done step by step.  All other examples I have seen do not outline this specific request.  The only condition I need this to update on is off a specific catalog request only (General Request), not all catalog items.

The reason we are needing to do this is based off end-user feedback that when they access ticket status via the Employee Service Center, they are only seeing the short description for the RITM and users are having a hard time finding which ticket is for what request.  We have a small amount of catalog options currently and the majority are being submitted as "General Request".  However, when the user checks status, the relevant details just show the REQ/RITM # and the short description for the RITM only but our techs solely work off the SCTASKs.  Were thinking if we add a rule to update short description after tech updates at SCTASK level, it updates RITM so that user can identify summited tickets better.  Any assistance is greatly appreciated!

[Anand Kumar P]

Hi @ShawnaW ,

It is on when to run tab you have to apply condition.

Mark it as helpful and solution proposed if it serves your purpose.
Thanks,
Anand

[jcmings]

It sounds like you may have a use case to update the Standard Ticket Configuration. This way, you can display additional information to the end user when they open tickets in ESC.

With that note aside, I would recommend using Work Notes or Additional Comments to capture what you want. You could set up a business rule so that when SCTASK is completed, a work note posts to the RITM with the SCTASK number and a note that the task is complete. If you really wanted to get creative with this approach, you could (via script) look up how many remaining tasks there are and include a note saying ("X tasks remaining; X tasks complete").

The business rule would run on update on the SCTASK table and in your condition builder you will dotwalk into the Parent record to ensure the cat_item is General Request. You will probably also want to add the condition that the State of the SCTASK changes to Closed (or whatever your use case is). In the script, you'll do something like...

var parent = current.request_item;
var gr = new GlideRecord('sc_req_item');
if (gr.get(parent)) {
gr.work_notes = current.short_description;
gr.update();
}

[ShawnaW]

Hello,

Thank you for your response, I may be interested in updating the ticket configuration, but have had issues finding where to allocate that the SCTASK short description shows for the sc_req_item.  We have 3 ticket configurations currently (incident, SC_req_item and business_app_request).  Where would I update under the sc_req_item that I want it to display sc_task short description?  I don't think the work note or additional comment field will help with that we are trying to accomplish.  End of the day, our techs work at SCTASK level, and I need the short description of that task to update at the RITM level automatically after update.  I'm not sure where to even start with a dotwalk, I have no idea where that is stored or how to update

[jcmings]

The ticket configuration would be updated on the parent record, which would probably be at sc_request. But I don't know if you can accomplish what you're asking for in the standard ticket config. 

The work note/additional comment seems to me like the path of least resistance. I also believe it to be the most auditable. You want the end user (customer) to open their REQ or RITM and see that progress has been made, right? (And progress happens at the SCTASK level.) What are the short descriptions of the SCTASKS like? Do they follow a standard format? If I have two SCTASKS for a RITM, are they closely related enough that the description of one indicates the other has been complete?

For example, if one SCTASK is to "Reach out to manager" and the other is to "Verify inventory," and I set my short description as "Manager reached out to" then how will I know if the inventory verification has occurred? 

Instead, if you complete the "Reach out to manager task" and a comment is posted onto the REQ/RITM stating "John Smith has completed the task: Reach out to manager. 1 task (Verify inventory) remains" then I know exactly where I am in the process.

Does that make sense? Or am I not following your problem?