Add callers assets to incident form

[schmidt4081]

We would like to the Requested For's assets related to them on our Incident form. So when we type in the Requested For's name we would like to display a field showing their asset(s). We would then like to select that spcific asset they are calling about. Is there a simple way to do this without scripting?

[Uncle Rob]

Not a good way to do this in ONE transaction.
Fastest / easiest way I could think of is using the Requested For (whatever field that is) conventionally.  Then add a second field linking to the assets table and use a reference qualifier so you can only select assets for that user.  

Reference qualifier counts as a script, but not the kind you need to worry about from a customization standpoint.

[Giles Lewis]

You wrote "Requested For", but there is no OOB field by that name on the Incident form, so I am going to assume that you meant "Caller" (unless you have have added a custom field to Incident).

You can easily add a related list to the bottom of the Incident form to show the Caller's assets.

1. Go to System Definition > Relationships and create a new Relationship named "Caller Assets".
2. Set "Applies to table" to "Incident"
3. Set "Queries from table" to "Configuration Item"
4. Set "Query with" to "current.addQuery('assigned_to', parent.caller_id);"
5. Add your new Related List to the Incident form

This list will populate when the Incident is saved. If you are using some field other than "caller_id" then you can adjust the query accordingly.

Next you asked for a simple way to select the asset and relate it to the Incident without scripting. There are some solutions, but all of them involve scripting.

The simplest solution (with no scripting) is to simply tell the Service Desk team to select the asset name from the related list, copy it (Ctrl-C) and past it (Ctrl-V) into the Configuration Item field.

A more advance solution (with scripting) would be to create an advanced reference qualifier that restricts the Incident Configuration Item to assets assigned to the Caller. However, you need to be careful here. Many Incidents are opened for Configuration Items unrelated to the caller. For example, I could report an issue with an Email server even if I am not on the Email team. So the Reference Qualifier actually needs to check the type of Incident, and determine whether it is situation where the Configuration Item selection should be restricted to items assigned to the caller.

Please mark this reply as correct and/or helpful if applicable.

[LarryHerrmann]

The new relationship worked perfectly in my PDI and is just what I was looking for, thank you.

[mallikharjuna s]

Who or which role can access related tab records info on the incident form?