Special handling note visible before submitting or saving the form

[Marek Malinowsk]

Hi all!

Is it possible to show Special Handling Note after completing a certain criteria but before clicking Submit or Save ?

Is it possible to achieve as an out-of-the-box functionality? 

Example:

What I would like to get:

We have a customer for which we must secure that special handling of tickets is applied, for limited period of time. An agent is registering an incident and after choosing this particular client from drop-down list a pop-up with special handling is displayed straight away (no need to click Submit or Save)

What I get:

An agent is registering an incident and only after clicking Save a pop-up with special handling note is visible. If a Submit is clicked, then INC is being created and agent is brought back to the list of Incidents - agent will see a pop-up only if he/she will decide to go to the INC and will open it again.

Thanks for any guidance / help.

[Allen Andreas · Accepted solution]

Hello,

The out of box functionality triggers the pop-up after the record has been saved and the appropriate account/customer has a related special handling note, if so, on form load, the special handling note is displayed.

To enable functionality before the form is saved, this would require a database lookup within the client to retrieve that information and display a modified pop-up. This is custom functionality and something you'd need to implement.

One suggestion would be to utilize an onChange client script for your relevant field that you want to use to search and see if they have a special handling note, then via GlideAjax communicate with the server to retrieve it and if found, display an alert or info/error message on screen.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Marek Malinowsk]

Hi Allen!

Thanks for helping me!

You confirmed my "worries" - I was hoping that there is a possibility to do it without custom dev./scripting.

I understand that it's needed to save a form to be able to get needed "connection" and then to see the pop-up. But the fact that clicking submit, moves an agent to the list of cases and only when coming back to the case one can see the pop-up - this is strange from my perspective. I would expect that clicking submit creates a ticket and shows the pop-up. 

Is there a way to change this? So when Submit is clicked pop-up shows?

[Allen Andreas]

Hi,

I'm glad my reply above was Helpful.

Clicking submit takes the user from the current page and sends them to their prior page (most commonly the list view).

If they click save (if you have the save button enabled on the form) or use the context menu and choose save, they will remain on the same record and the pop-up should show.

Special handling notes are for the current record you are viewing (as in you're viewing the literal record right in the moment -- on your screen). So if you click submit and then get moved to the list view, you aren't viewing a particular record, thus special handling notes aren't relevant to be shown in that scenario.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Marek Malinowsk]

Thanks Allen, now I understand how this works - but still I'm having an issue with understanding why it was designed like that (Submit -> moving to prior page).