Special Handling Notes for multiple Tables

[Alex Kraemer]

Hi all

I have configured Special Handling Notes (including the form layout for the pop-ups) and so far everything works as it should when I open the SHN on the appropriate table.

But now we have e.g. the use case that a user is locked and so I have created a SHN on the sys_user table for this user. The user is present in the Incident, Call, Change Request, Problem, Case etc. as a reference field.

When I open an Incident, the SHN is displayed correctly if the user is the Caller. The SHN also appears in the Call.

But in the Change Request, Problem, Case and also in the Request the SHN does not appear. The layout for the pop-ups is customized in all tables as mentioned earlier.

I am not clear why it works in two tables and not in the other tables.

For example, if I create a SHN for the Change Request table and query the user there, it appears as well.

Thanks for inputs and greetings
Alex

[Sai Kumar B]

@Alex Kraemer 

In the "Special handling Configurations" table have you defined configurations for a change request, Problem, and other tables? Out of the box, there is a configuration available for an Incident table on the caller field so, you're able to see SHN on the incident table. Have a look at the SHN configurations table (sn_shn_configuration)

If I could help you with my response you can mark it as helpful and correct as it benefits future viewers
Thanks,
Sai Kumar B
Community Rising Star 2023 & 2022

[Alex Kraemer]

Hello Sai

Thanks for your reply. All the tables, for example change_request, sn_customerservice_case etc. are configured in the sn_shn_configuration table.

When i configure a SHN for this talbes, it works correct.

Any other idea?

Regards

Alex

[Sai Kumar B]

I believe that's the only idea, You have to define SHN configurations for those tables to make SHN work.

If I could help you with my response you can mark it as helpful and correct as it benefits future viewers
Thanks,
Sai Kumar B
Community Rising Star 2023 & 2022

[Alex Kraemer]

I think you're right but still funny.

I did some more tests and created a shn for the group table. in all processes we have an assignment group and excitingly this shn doesn't even work in incident or call.

So there must also be a difference in which reference fields are used.

Regards
Alex