service desk call module

[amaradiswamy]

Hi,

I am presently working on the "service desk call" module to do some customization.

Please help me to achieve the below requirement.

whenever a   call was created with the call type as "status call" , two related lists should appear(one is for incidents by same caller and another id for requests by same caller).Now, under related lists if i click on any incident or request record then the present call number should be tagged to that selected record.

Thanks & Regards,

Swamy

[Victor Ruiz]

I had the same requirements but took a different route.   When the tech receives the call and chooses "Status Call" as the Call Type, a "Reference Ticket" field is populated on the form.   Once the Tech enters the INC number and clicks Submit, the form is re-routed to the INC in question and the CALL record is tagged with the INC number.

[amaradiswamy]

Hi Ruiz,

Thank you very much for your reply.

Can you please tell me how you achieved the above approach.

Thanks,

Swamy

[Victor Ruiz]

1. Visible UI Policy for the field

2. An After BR with condition (current.call_type=='status_call') and a redirect in the script:

var ctype = current.u_reference_ticket.sys_class_name;

var URL= ctype + '.do?sys_id='+current.u_reference_ticket;

  gs.setRedirect(URL);

[amaradiswamy]

Hi Ruiz,

Thank you. It worked for me perfectly.

it is redirecting to the selected incident record when we click on the "Submit" button only. But it is not redirecting when we click on the "Save" button.

Please provide your guidance to achieve this.

Thanks & Regards,

Swamy