Service Operations workspace : Need to update incident with template name when applied via sow

[sadiar]

Hi All

I have a requirement to populate the template name on custom field <u_template> in the incident table whenever the template is applied to any incident via side bar navigation of sow. 

Please help me if this is feasible and we can create any custom logic here.

Thanks in advance

[Diogo Ramos · Accepted solution]

Hello,

I did not try this, but I would maybe have a some kind of client script OR business rule that generates a template id (name is not unique), so when I create a template or modify,  the client script  on submit OR a business rule adds/updates an extra filter on the template to say u_template  = X. So then when the user actually applies the template that template ID is set on my custom field in the form (Which might be hidden or read only). 

For example : 
Priority = 1 
u_template = "My templateID"

Hope it helps.

[Shruti]

Hi

You can set template field value from the template itself but make sure the custom field is visible on the incident form

[sadiar]

The workaround of setting the custom field <u_template> in the template itself for populating the template name in the incident table works. This way we need to update all the available template to populate the template name.

Is there any other solution we can implement so that automatically if any template is selected it will populate the template name via sow ?