Under the Help Desk customization where you can define the fields that show in the New Ticket submission window...

Is it possible to create a field that automatically fills another field?

For example, there is a site technician that visits several sites. Is it possible to choose the site, and automatically fill in the technicians name in a separate field?

 

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I'm using a number of custom ticket rules to auto-populate fields when the ticket first gets saved.  See if these posts might help:

http://www.itninja.com/blog/view/k1000-service-desk-setup-tips-things-i-have-learned

http://www.itninja.com/blog/view/k1000-service-desk-equipment-request-queue-config-custom-ticket-rules

http://www.itninja.com/blog/view/k1000-service-desk-time-tracking-queue-config-custom-ticket-rules-sql-reports

John

Answered 08/29/2012 by: jverbosk
Red Belt

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I believe that this isn't possible. But you could create ticket rules that after you save and/or update the ticket the rule could look for the site and autofill the technician name after saving the ticket.

Answered 08/27/2012 by: darkhawktman
Green Belt

  • I notice that the ticket rule can be set to update the query on save - effectively answering my question.

    This begs another question: Can you make the rule only run on the FIRST time you save the ticket? I'd like it to automatically assign someone the first time, but I don't want it to reassign every time I make a change to the ticket.
  • I would guess you could do this by creating a select query that looks at the ticket changes and if the most current change contains Ticket Created then the rule would apply on save. If the most current change doesn't have Ticket Created it wouldn't apply.
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Yes a ticket rule woudl do that. ONce the submitter sends in the ticket and selects their site, a rule in the back end assigned the ticket to the tech based on the rule.

 

You should be able to use the wizard to do this after you create the custome field that holds the site info.

 

Answered 08/27/2012 by: nshah
Red Belt

  • I notice that the ticket rule can be set to update the query on save - effectively answering my question.

    This begs another question: Can you make the rule only run on the FIRST time you save the ticket? I'd like it to automatically assign someone the first time, but I don't want it to reassign every time I make a change to the ticket.
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