Create an incident request in place of a service request depending on a resource question value.
Requirement:
Create an incident request in place of a service request depending on a resource question value.
Usecase:
In many companies, same service template is used for both requesting for a "New Laptop" and "Replacement for the existing laptop", and this difference is handled within a resource question.
Laptop Replacement has to be handled as an incident and "New Laptop" request has to be handled as a service request as technicians need to build new device depending on the request.
Steps to configure:
1. I have considered a resource with a Drop Down question having "New" and "Replacement" as options.
2. Download the attached scripts. Copy the contents into Request custom functions.
3. Goto Admin > Request Custom Function > Global Function > New > Paste the global function contents and save it with a name.
(Update the SDP configurations details in the global function)
4. Goto Admin > Request Custom Function > Custom Function > New > Paste the create_incident_NegateSR_resourceQuestion.txt content and save it with a name
(Update the input section as per your instance)
5. Configure the created custom function in a Service Request Business Rule to get executed on every SR created.
Note: From Global Function >> Copy the global_function_(count). Update the copied count in the custom functions.