Highlighted
Absent Member.. Absent Member..
Absent Member..
104 views

Question about interaction creation

Jump to solution

OK everyon,

 

I have a good one here for you all to figure out.

 

I am running SM 9.33 with SRC 9.33 on Linux

 

Is there a way to delay the creation of a ticket based on a Date/Time field.

 

Our example is a form request for Seperation.  The Manager or HR department is going to seperate a person but not until the following day, but they want to use the seperation request so IT will recieve the tickets immediately but not beforehand.

 

Is there a way to make SM see the Date and time field and not create the ticket until it reaches that date/time.

 

Jason

0 Likes
1 Solution

Accepted Solutions
Highlighted
Absent Member.. Absent Member..
Absent Member..

I don't know of any way to postpone the creation of the interaction--they can't even enter the request without defining the interaction, but you could prompt for the effective date when the request was submitted and attach a dummy approval to the catalog item. The dummy approval would prevent the interaction from escalating to the fulfillment module. 

 

You could configure a document engine alert which ran at the effective date/time that processes the approval in the background, which would trigger the escalation of the incident to the fulfillment module.

 

Note that you probably don't want to identify the separated employee in the primary contact or service recipient fields (which would display the ticket in self service for them unless you did some interesting tailoring). Instead the "target" for separation should be saved as a catalog item parameter.  

----------------------------------------------------
Kudos - what, where, how, and why
Want Good Answers? Ask Good Questions...

View solution in original post

0 Likes
2 Replies
Highlighted
Absent Member.. Absent Member..
Absent Member..

I don't know of any way to postpone the creation of the interaction--they can't even enter the request without defining the interaction, but you could prompt for the effective date when the request was submitted and attach a dummy approval to the catalog item. The dummy approval would prevent the interaction from escalating to the fulfillment module. 

 

You could configure a document engine alert which ran at the effective date/time that processes the approval in the background, which would trigger the escalation of the incident to the fulfillment module.

 

Note that you probably don't want to identify the separated employee in the primary contact or service recipient fields (which would display the ticket in self service for them unless you did some interesting tailoring). Instead the "target" for separation should be saved as a catalog item parameter.  

----------------------------------------------------
Kudos - what, where, how, and why
Want Good Answers? Ask Good Questions...

View solution in original post

0 Likes
Highlighted
Absent Member.. Absent Member..
Absent Member..

Thanks!  The use of an approval will work nicely in this scenario

0 Likes
The opinions expressed above are the personal opinions of the authors, not of Micro Focus. By using this site, you accept the Terms of Use and Rules of Participation. Certain versions of content ("Material") accessible here may contain branding from Hewlett-Packard Company (now HP Inc.) and Hewlett Packard Enterprise Company. As of September 1, 2017, the Material is now offered by Micro Focus, a separately owned and operated company. Any reference to the HP and Hewlett Packard Enterprise/HPE marks is historical in nature, and the HP and Hewlett Packard Enterprise/HPE marks are the property of their respective owners.