question Trying to transfer information from a field in Interaction to the field on Incident form. in ITSM forum

Trying to transfer information from a field in Interaction to the field on Incident form.

Hola Ola — Fri, 26 May 2023 16:38:56 GMT

Hello All,

I have a requirement to make anything entered/inputted into my newly-created Description field on the Interactions form to carry over to the Description field on the Incident form, when the 'Create Incident' button on the Interactions is clicked.

Worth to note that the 'description' field on the Interactions form was just created by me. I couldn't find any existing field with such name on the Interactions table.

When I click on the 'Create Incident' UI button on the Interactions form, the incident was created and all the information from the Interactions form was copied into the Incident, EXCEPT for what I entered in the Interactions form Description field.

I'm very sure I'm missing a step. Do I need some sort of scripting or relationship created?

Thank you

Re: Trying to transfer information from a field in Interaction to the field on Incident form.

jMarshal — Fri, 26 May 2023 17:43:03 GMT

Are you using Agent Workspace or Service Operations Workspace for this?

You can configure your workspace actions and this should be pretty simple, but I think the steps are slightly different for AW v SOW...I don't have a lot of experience with SOW, but in Agent Workspace, you just configure the UI action called "Create Incident" on the Interaction table (action name = ws_create_incident) -- see my screenshot below:

add this code between lines 11 and 12 = "inc.description = current.u_description;"

Re: Trying to transfer information from a field in Interaction to the field on Incident form.

Hola Ola — Tue, 30 May 2023 12:29:20 GMT

It worked like a charm!

Thank you sir.

Re: Trying to transfer information from a field in Interaction to the field on Incident form.

jMarshal — Tue, 30 May 2023 16:04:23 GMT

My pleasure, thanks for marking the solution as accepted! 🙂