Add Additional Assignee to Incident Form
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11-07-2022 12:51 PM
I have a user story that I am working on for a client with the following specifications. I know that the additional assignee field can be configured to the form using list layout (1), but could use some guidance for (2-5). Any tips/advice is appreciated!
1. The Additional assignee field is visible on the Incident form.
2. When the Caller of the Incident enters a comment, the Additional assignees receives a notification.
3. The notification contains a link to the incident record.
4. When the Additional assignee is set as the 'Assigned to' for the Incident, set the original 'Assigned to' if there is one as a member of the Additional assignee list.
5. Add an 'Assign to me' button to the notification so the additional assignee can assign themselves to the Incident.
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11-07-2022 02:39 PM
Hi, you might want to start by registering for the free learning modules on the developer portal and working through them as these are basic actions you should not be undertaking these actions if you do not understand how or the impact of your changes.
1/ At the top of your form view right click and from the menu select 'Configure form layout'
2/ I would recommend that you update your existing 'assignee' notification to include the additional assignee field in the 'Users/Groups in fields' list on the 'Who will receive' tab of the notification.
3/ If your existing notification doesn't already have a link, you can add the variable ${URI_REF} to your message body.
4/ This could be a client script or a before update business rule and exactly what will depend on specific requirements and how your organization expects the requirement to be delivered.
5/ This is not an OOB function as the behavior will be delivered in an external application IE email client) and I would suggest you undertake investigate to see if there is a solution documented that meets your requirements and delivers the result across multiple email clients - the community search function should return threads with any suitable results.
