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Link record for escalating Interaction into Request

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Hi,

I'm using SM9.41 and can't find link record for Interaction escalation to Request. I need to add some new fields to be copied during escalation. I'm sure there is one but can't find it.

 

Regards,

Ainer

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Acclaimed Contributor.
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Re: Link record for escalating Interaction into Request

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Hi,

The file associated with Interactions is incidents so the link record associated with transfering information from the Interaction to the Request on escalation should be the screlate.incidents.request.

Audrey

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Re: Link record for escalating Interaction into Request

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Greetings.

I don't see this functionality available. Can you point me where or how should this be done? Was this possible in previous versions? Maybe some other partner here can lead us in this matter.

Regards,

Jhonny Castro Montero
SW Support Technical Consultant
San Jose, Costa Rica
hpe.com
Hewlett Packard Enterprise

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Re: Link record for escalating Interaction into Request

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I thought there is but if not then how can i add custom fields to escalation process?

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Re: Link record for escalating Interaction into Request

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Greetings.

Please refer to the following KM, where it is explained how to carry the value of news fields when escalating an interaction ticket into an incident: KM1155349

Let me know if this works for you.

Regards,

Jhonny Castro Montero
SW Support Technical Consultant
San Jose, Costa Rica
hpe.com
Hewlett Packard Enterprise

If you find that this or any other post resolves your issue, please be sure to mark it as an accepted solution.
If you are satisfied with anyone’s response please remember to give them a KUDOS by clicking on the STAR at the bottom left of the post and show your appreciation
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Re: Link record for escalating Interaction into Request

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Hi,

KM1155349 talks about "escalating the interaction to an incident" and uses link record screlate.incidents.problem, but if you look inside that link, you can see it relates interaction and problem, not incident. I think the right link record for interaction->incident is screlate.incidents.probsummary. I've been looking all the link records and can't find the one for interaction->request escalation. Need some help to find that.

Ainer

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Re: Link record for escalating Interaction into Request

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Hi,

The file associated with Interactions is incidents so the link record associated with transfering information from the Interaction to the Request on escalation should be the screlate.incidents.request.

Audrey

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Acclaimed Contributor.
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Re: Link record for escalating Interaction into Request

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I looked through our link records and we have screlate.incidents.ocmq

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Re: Link record for escalating Interaction into Request

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@TomPowe

I believe the screlate.incidents.ocmq is pre 9.40.  The new file name for requests in 9.40 is just request.  In 9.3x I think there were separate files for orders (ocmo), quotes (ocmq), etc.

Audrey

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Re: Link record for escalating Interaction into Request

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I have 9.40 and have the link record screlate.incidents.request

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Re: Link record for escalating Interaction into Request

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Thanks, it really is screlate.incidents.request. Confusing for me was "Source field name"=number, but there is no such field in incidents table, there is incident.id. I tested and the link record works for incident.

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