moving call into request

[MichaelRauch]

I am trying to get the information from a call into the request form is you select call type request.

right now if you make the call type incident it will transfer it to incident with caller, description, and short description. but when you move to a request it does none of that.

For example one of our requests asks for requested for, short description, and description. What we want to happen is when the call is changed to call type request it pops up the request form and populates the data. right now it pops up the request for but no data is entered.

The the help desk has to remember the users name/info and anything they put in short or long description.

I have looked allllll over and have not found any suggestions.

the things i have done is worked in two of the business rules for the call table that work off of if the call type is changed. But i have not had any luck

[Michael Fry1 · Accepted solution]

Check here for the information you need: Copy New Call Description into Request Item

[MichaelRauch]

Thank you so very much! I am sorry i missed that article i have been searching all over for a solution to this. Already implemented it and its working. I have another issue with moving calls to requests located here - Call transfer to Request limbo.. Tech backs out before completing request form

[Michael Fry1]

The problem with you cancelling at the Request level, the Call won't allow you to choose another Request type. So resetting it back to None won't allow you to move to Request at future date. Why - not really sure. Tried tracking it down, found nothing. I believe it has something to do with the Cart.

[MichaelRauch]

Thank you very much i will continue to look into it. Your help with call to request should completely remove this issue from coming up anyway. The techs were recording information on the call and going to request. seeing there was no data on the form and trying to back out to get that info.

The nice thing is that if they do notice that they did back out as long as they submit a request it will link it to that call for them automatically. I'm just trying to make sure it doesn't happen ever.

you have been great thanks!