How to add a link to a Change Request in an Incident ticket

[asaasaasa]

Is there a way to add a link to the related Change Request ticket when viewing an Incident ticket in the Employee Center?

[AlfrinAJ · Accepted solution]

Hello @asaasaasa, You can write a BR (Change Request field changes) to post the link in the Comments (Customer Visible).

Condition for BR

Code:

(function executeRule(current, previous /*null when async*/) {

	var url = '[code]<a href="' + gs.getProperty('glide.servlet.uri') + '/'+'change_request' + '.do?sys_id=' + current.rfc.toString() + '" target="_blank">' + 'Related Change Request - '+current.rfc.getDisplayValue() + '</a>[/code]';
	current.comments = url;
	current.update();

})(current, previous);

 Sample Output:

 

 

[asaasaasa]

Thank you AlfrinAJ.

Is it possible to achieve this using Standard ticket actions?
I tried it, but the screen transition didn't work properly.

[AlfrinAJ]

Could you give more details on what you have tried, screenshots will help

[asaasaasa]

I tried implementing it using Standard ticket actions (std_ticket_config_action) as shown in the screenshot.

The action button appeared on the Incident ticket, but it didn't work.