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3 weeks ago
Hi all,
Wondering if anyone else has had to do this or if anyone knows how I might achieve it.
Currently when "Start Microsoft Teams Chat" is selected a work note is added to the ticket (as per the screenshot). The requirement is to not pass this work note on to child tickets.
We have a journal field called "u_teams_chat" that we would like to move this notification to, this journal isn't passed on to the child tickets.
I've tried to update the "Start Microsoft Teams Chat" UI Action (Incident and Task table) and "chatSwarmModalUtils" UI script, replacing the work_notes journal lines with u_teams_chat.
Despite updating these, the notification is still appearing in the work_notes field.
If anyone has any clues to what I might have missed or a way to hide the specific work notes on child tickets I would be most appreciative.
Solved! Go to Solution.
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3 weeks ago
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3 weeks ago
A step closer to a solution, but still struggling.
Created a copy of the "Update Child Incidents" business rule and changed
If I now copy an example of the work note that the teams chat button adds into a work note, it isn't copied to the child incident, but other work notes are going through normally.
However when you press the UI action button to make the meeting the work note still copies
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3 weeks ago
Final solution. Allow the note to be added. Then delete the note.