see all the related CI records for the user
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02-15-2024 06:55 AM
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.
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02-16-2024 07:54 AM
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: