Update request additional field with Custom Request ID
Requirement:
Each Organization's request ID format may differ. In the current model, replacing the existing request id with these is not possible; however, the same can be replaced in an additional field.
Custom Format :
Script 1: 202305221125001 (Year,Month ,Date,HH,MM,SS,Ticket ID)
Script 2:
Incident: IR1267
Service: SR1267
Script 3: Any Custom number: eg: 3000
Steps to Configure:
- Goto Admin > Request Additional field
- Create a single line request additional field, common for both incident and service request.
- Add this newly created additional field to all the request templates available.
- Goto Admin > Developer Space > Request Custom Function > Copy paste the attached script and save it with a name.
- For Script 1 and Script 2, configure the script in a Custom Trigger and ensure it runs whenever a new request is created. For Script 3, set it up in a Business Rule and ensure it runs for every new request created.
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