Hi Chris,
This is an interesting use case. Please see my idea for it.
1. I have created 5 templates, 3 for SAP issues and 2 for ServiceNow issues. They are grouped by Short description that is the same for similar case(this is the template's short description, not the one that is part of the template).
2. I have created a Reference Filed on Incident with a name "Choose template", it points to sys_template table and I have set the Reference Qual to advanced as: javascript: "short_descriptionLIKE" + current.short_description
3. And the last part, I have created an OnChange Client Script set on the Choose template field with a script:
function onChange(control, oldValue, newValue, isLoading, isTemplate) {
if (isLoading || newValue === '') {
return;
}
applyTemplate(newValue); // apply the new template that has been chosen
}
The result looks like this for Problem with SAP:
And for Problem with ServiceNow:
After a template will be chosen, it will populate the fields.
The only thing to remember is that the Short description of an Incident should be a constant if a short description will be changed the proper templates will not be found.
Hope this helped or triggered some ideas 🙂
Best regards,
Łukasz
