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Service desk UI rule

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Regular Advisor

Service desk UI rule

Hello,

one more question.

I'd like to create a rule;

When status changes from for example New, to Closed, name of the workgroup is copied to a new (custom) field.

Is this possible ?

Regards,

Andrej
1 ACCEPTED SOLUTIONS
Honored Contributor Honored Contributor

Re: Service desk UI rule

Hi,

in the rule use the attribute option in the data update part of the rule to select the workgroup attribute. I presume that this will be updated to a custom text field.

When a value has changed
where Status (*) equals Closed
Test Rule (Update data) new (custom text field) set to [Assignment Group]

[Assignment Group] could be called [Assignment WorkGroup] on your system
5 REPLIES
Honored Contributor Honored Contributor

Re: Service desk UI rule

Hi,

in the rule use the attribute option in the data update part of the rule to select the workgroup attribute. I presume that this will be updated to a custom text field.

When a value has changed
where Status (*) equals Closed
Test Rule (Update data) new (custom text field) set to [Assignment Group]

[Assignment Group] could be called [Assignment WorkGroup] on your system
Regular Advisor

Re: Service desk UI rule

Thank you. :-)

Now two more questions;

1.) What would the syntax of the current time be like ?
In the moment when information is written into a new field, I'd like to capture system time as well

2.) Is it possible to write in this field, when it is dimmed (ie, when it is blocked at certain conditions ?)

Regards, ANdrej
Honored Contributor Honored Contributor

Re: Service desk UI rule

Hi,

to capture the the time that the field was written to enable auditing of the field. When the field is updated it will write and time stamp the entery in the history section of the item.

Admin Console-Security-Audit-Audit Rules-Item and enable auditing.


The dimmed or unavailable fields should be written to using the rule as they shoul dbe updated by the system and not a specific account which could have limited access.
Regular Advisor

Re: Service desk UI rule

Again, thank you.

I've decided to use Registration / Created time stamp.
Indeed it is possible to write into dimmed field. :-)

Regards,

Andrej

Regular Advisor

Re: Service desk UI rule

Closing thread.