Idea ID: 1653501

SMA-X: Ability to configure attributes to be passed when creating Incident from Request

Status : Declined
over 3 years ago

SM offers the possbility to configure an attribute mapping when creating a related record e.g.

- Interaction to Incident

This is currently not possible in SMA-X. In fact we need to write quite complex business rules which do a background update on the related record after the related record has been created.

This leads to the situation where the user is viewing the Incident which has been created from the Request but the field values which have been set in background are not visible until the Incident view is refreshed once more.

A generic solution should be implemented allowing to configure attribute mappings with script/condition capabilities for all record combinations (Request->Incident, Incident->Problem, Problem-> Change etc.)


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