Requests and Incidents

scharpf · 2012-07-25 16:43:29

Hi all,

I'm trying to determine incidents and requests automatically by creating different request models and associate category types to each one depending the case.

I configure my root entity, and all others, to use "default model" and "request" to default new tickets. Everything fine until here.

Next step was create a new model called "incidents model", preset fixed field with "incident" type and configure the category "error" to use this model when selected, wondering the request type will be changed to incident.

The problem: when I select the category "error" all presets are being changed, minus type.

Does anyone know what could be wrong?

Thanks.

Regards
Eduardo Scharpf

Last edited by scharpf (2012-07-31 20:55:35)

scharpf · 2012-07-26 16:55:34

Just in case I remove all "request models" and recreate.

Default and Incidents(this one with field "type" preset to incident).

Them I configured category "error" to use model Incident, but the filed "type" doesn't appears preselected as it should when i create a new ticket.

Any ideas?

Regards.
Scharpf

Last edited by scharpf (2012-07-31 20:56:25)

scharpf · 2012-07-27 19:20:53

Hi Moyo...
Was the bug fixed #3784 made to treat this behavior?
Att.

Last edited by scharpf (2012-07-27 22:26:59)

scharpf · 2012-07-31 20:42:47

Hi,
sorry, I can't figure out what is wrong.
Only this field doesn't work automatically. All others yes...
Any suggestions
regards

scharpf · 2012-08-08 19:05:05

Anyone? anything?

Last edited by scharpf (2012-08-08 19:05:27)

danh · 2012-08-08 19:24:39

Are you trying to auto assign either a request or an incident based upon a category?
If so, then you should be looking at the Business rules for tickets

scharpf · 2012-08-15 22:25:37

Thank you very much Danh...

It's working with business rules.

Regards.

danh wrote:

Are you trying to auto assign either a request or an incident based upon a category?
If so, then you should be looking at the Business rules for tickets

Last edited by scharpf (2012-08-15 22:25:51)

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#1 2012-07-25 16:43:29

Requests and Incidents

#2 2012-07-26 16:55:34

Re: Requests and Incidents

#3 2012-07-27 19:20:53

Re: Requests and Incidents

#4 2012-07-31 20:42:47

Re: Requests and Incidents

#5 2012-08-08 19:05:05

Re: Requests and Incidents

#6 2012-08-08 19:24:39

Re: Requests and Incidents

#7 2012-08-15 22:25:37

Re: Requests and Incidents

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