see all the related CI records for the user

[sibasundarsahoo]

As a Service Desk Tech from the call screen we would like to see all the related CI records for the user.  This would be helpful for both Incident and Service Request because it allows the tech to see what is already assigned to the user.

[Felicia Wiberg]

Hi!

Here's an option to create a defined related list on incident table to show CI's assigned to the caller (you can just modify it for Request to correct "Applies to table" and correct field name in the script):

Go to System Definitions --> Relationships

Create new

Fill out the form like this: 

Name: (e.g.) Caller CI's (or some other name you find suitable)

Applies to table: Incident

Queries from table: Configuration item

Script: 

(function refineQuery(current, parent) {

current.addQuery('assigned_to',parent.getValue('caller_id'));

})(current, parent);