Idea ID: 2693345

ESS Interactions - Automatically Escalate to an Incident)

Status : Waiting for Votes
over 1 year ago

HP Service Manager 9.52

We currently are using the ESS module (form) and have specific Interactions for one team being submitted. Our Service Desk team then Escalates these Interactions to Incidents in HPSM to a specific team. Our Service Desk doesn't do anything with these tickets other than the escalation and was asking if we could automatically just escalate them on the back end 

I have contacted the Microfocus Support team who advised that their “Collaboration Team” was that this is a tailoring for this reason you can request an Idea exchange which is why I am posting this here.

They provided this script as an example but I have not been able to get it working in my OOB setup.

Put this script in triggers of "incidents" table with condtion "After Update"

 

You can modify the script to suit your needs.

 

var Incident=new SCFile("probsummary");
var relint=new SCFile("screlation");


record=system.vars.$L_file;

if (record.ess_entry!=null)
{

Incident.assignment="Network"; //record.assign
Incident.affected_item=record.affected_item;
Incident.brief_description=record.title;
Incident.action[0]=record.description;
Incident.category=record.category;
Incident.contact_name=record.contact_name;Incident.subcategory=record.subcategory;
Incident.product_type=record.product_type;
Incident.problem_type=record.problem_type;
Incident.initial_impact=record.initial_impact;
Incident.severity=record.severity;
Incident.location=record.location;
Incident.dept=record.dept;
Incident.contact_name=record.contact_name;
Incident.location=record.location;
Incident.dept=record.dept;
Incident.incident_id=record.incident_id;
Incident.logical_name=record.logical_name;
var result= Incident.doAction("add");
var d = new XMLDate( new Date() );


relint.source=record.incident_id;
relint.source_filename="incidents";
relint.depend=Incident.number;
relint.depend_filename="problem";
relint.source_active="t";
relint.depend_active="t";
relint.sysmoduser="falcon";
relint.sysmodtime=d;


relint.doInsert();


if(result==RC_SUCCESS)
{
print("Your Request has been logged...");
//return result;
}
else
{
print("Error...");
//return "Error";
}

}