popup dialog from UI Action in problem form

[tysonwenger]

Hi,

Here is what I need:

When a user resolves/closes a Problem from the form, if there are any related Incidents then the states of these incidents need to be automatically set to resolved.   This is quite easy to do using a UI Action and some scripting.     There is one caveat though, I need the user to select 3 fields that will be set in all these related Incidents prior to closing the problem (e.g. Incident Close Code, Incident Resolved By, Incident Close Date).

Here is the issue I'm running into:

I figured I could do this using GlideDialog pop up box and retreive the necessary fields, then update all the incidents with these values.   But when a user clicks the button "Close Problem" and my popup shows, there's no way to retrieve the values from the popup box and send them along with the server side script that gets called from the UI Action after it's complete.     I can update all the incidents from the UI Page "Processing Script" too, but then I lose the Problem form submission.... I feel like I'm caught in a catch 22 situation.   Does anyone know of a way around this?

Thanks,

-Tyson

[Deepak Ingale1 · Accepted solution]

Hi Tyson,

I mimicked the scenarios and I got what you are struggling with.

I can think of two ways to solve this

1) Capture the information you require to update the "Problem" record via dialogue box only with additional input fields configured on dialogue box . Whatever the information entered, you pass it on to script include and update the problem record. At the same time, you will have the information required to update related "Incidents" via   dialogue box and process it in script include.

2) Have the UI Action button update the "Problem" record only via normal way, user will enter details onto the actual problem form, will click on the UI Action button which will update the problem. Once done, redirect user to same problem record. Now you will have "Problem" state changed to "Resolved" so configure UI Policy which will trigger when condition is resolved. Call the Dialogue box via this UI Policy and update the related incidents. You will have to configure some checkbox on Problem table which will check whether to call the Dialogue box. Else, Dialogue box will be called everytime form is opened and state is resolved.