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SM9.30 - Escalate Interaction to Change record

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I've looked through the forum and seen similar but not explicitly what I need.

 

I have created a new Change Category, with desired phases,  and want to be able create this type of 'service request' from an Interaction.

What I'm trying to achieve is to have different types of Change records created  (to enable inclusion/exclusion of change phases) based on the values of Area and Sub-area when you create an Interaction with Category 'service request' and elevate it

 

There was a response in a previous post that had a workaround to use the Relate function but I don't see this when creating the interaction

 

Thanks

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The Escalate button will generate either an Incident or a Change when opening an Interaction. The category of the Interaction controls this behavior as defined in the escalate.interaction Process record. In the OOB configuration, a Change Request is opened if the Interaction's category is set to "request for change". Note that this is only one component within the escalation work-flow.

 

Process: escalate.interaction

 

RAD tab:

Expressions evaluated before RAD call: if (category in $L.file="request for change") then ($L.string="create")

RAD Application: cc.incident.relate

Condition: category in $L.file~="request for change" and $exit.code.fc="normal"

 

Final Expressions tab:

if (category in $L.file="request for change") then ($L.action="createchange")

 

Related forum threads:

http://h30499.www3.hp.com/t5/HP-Service-Manager-Service/Interaction-new-category/m-p/5315387

http://h30499.www3.hp.com/t5/HP-Service-Manager-Service/issue-escalating-an-interaction-to-a-change-Need-to-change-forms/m-p/5405535

http://h30499.www3.hp.com/t5/HP-Service-Manager-Service/Creating-problem-from-interaction/m-p/5651545

http://h30499.www3.hp.com/t5/HP-Service-Manager-Service/Escalating-interaction-to-change/m-p/5287293

 

 

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Absent Member.
Absent Member.

The Escalate button will generate either an Incident or a Change when opening an Interaction. The category of the Interaction controls this behavior as defined in the escalate.interaction Process record. In the OOB configuration, a Change Request is opened if the Interaction's category is set to "request for change". Note that this is only one component within the escalation work-flow.

 

Process: escalate.interaction

 

RAD tab:

Expressions evaluated before RAD call: if (category in $L.file="request for change") then ($L.string="create")

RAD Application: cc.incident.relate

Condition: category in $L.file~="request for change" and $exit.code.fc="normal"

 

Final Expressions tab:

if (category in $L.file="request for change") then ($L.action="createchange")

 

Related forum threads:

http://h30499.www3.hp.com/t5/HP-Service-Manager-Service/Interaction-new-category/m-p/5315387

http://h30499.www3.hp.com/t5/HP-Service-Manager-Service/issue-escalating-an-interaction-to-a-change-Need-to-change-forms/m-p/5405535

http://h30499.www3.hp.com/t5/HP-Service-Manager-Service/Creating-problem-from-interaction/m-p/5651545

http://h30499.www3.hp.com/t5/HP-Service-Manager-Service/Escalating-interaction-to-change/m-p/5287293

 

 

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