Capturing information from Service Request to task and Changing SLA via Business Rule
Hi,
I would like to ask two following questions:
1. how to capture the content on Service Request description and transferred it to the task description attached to it. What I need from here is to get the information entered on the description to be immediately transferred to the task, so that the technicians can see it immediately via notifications on email once it's created.
2. how to change the SLA of Service Request by using business rules. Basically I want our VIP users to have immediate high priority once there's a request created by them. Incidents are working fine by changing its priority but not service request.
I would like to ask two following questions:
1. how to capture the content on Service Request description and transferred it to the task description attached to it. What I need from here is to get the information entered on the description to be immediately transferred to the task, so that the technicians can see it immediately via notifications on email once it's created.
2. how to change the SLA of Service Request by using business rules. Basically I want our VIP users to have immediate high priority once there's a request created by them. Incidents are working fine by changing its priority but not service request.