User Guide: Add-In - Convert IR to SR Task

Overview

The Cireson Service Manager Portal Add-In feature is a location for pre-packaged solutions. Simply toggle a solution on, and it is active. Toggle any solution off if you no longer wish to use it. This approach allows for a streamlined, no-code approach to extensibility in the Cireson Service Manager Portal.

Note: For information about the Service Manager Portal Add-In feature and installation process, view the overview article here.

Convert IR to SR Task Download Link

The latest version (1.2.1) of this Add-In can be downloaded here.

Note: This version of the Add-In is built and tested against version 10.2 of the Cireson Portal. It is recommended you are using that version or higher with this Add-In.

Summary: Convert IR to SR Task

The Convert IR to SR Task allows organizations to convert an In-Progress Incident into a Service Request.

Key

Description

Default Value

PlaceTaskAfter

Determines where it is placed on the Task pane. You will need to specify the name of the existing task that you want it placed after.

Copy To New

TemplatePrefix

This allows you to specify the templates available for the task by adding a prefix to the template name. By default, it is blank and will show all IR templates.

IRStatusGuid

This will set the Status of the IR when converted. By default, this is set to “Cancelled".

2b88306-59f0-f574-9c2a-f4b4682f1681

IRResolutionCategoryGuid

Adding a Resolution Category Guid here will set the category of the IR when it is converted.

c72b161a-c065-f391-ab4d-5794308bd495

IResolutionDescription

Sets the IR resolution description when converted.

This Incident has been converted to a Service Request.

IRActionLogCommentTitle

Adds a comment to the Incident when it is converted.

Record Converted to Service Request

PropertiesToCopyToSR

Specify which fields you would like to copy over from the Incident. Example below of the settings

Title,description,ContactMethod,AssignedWorkItem,RequestedWorkItem,SupportGroup,Classification,Source

ConcatenatedTitleOnSR

Setting this to true will result in bringing over the title from the IR and combining it with the title from the SR. Example: “Old Title – New Title”

false

SRActionLogCommentTitle

Adds a comment title to the new Service Request.

Record Opened from Incident

Testing and Validation

If experiencing issues, refer to KB Article 2568 here for overall Add-Ins troubleshooting steps
Run through the Add-In’s functionality with default settings.
1. Verify the following:
  1. This task appears directly after the “Copy To New” task
  2. The original IR status is set to Cancelled
  3. The Resolution Category defaults to “Resolved By Analyst” in the pop out window
  4. Incident resolution description is set to "This incident has been converted to a Service Request"
  5. Incident Action log comment added as "Record converted to Service Request"
  6. All of the properties from the settings are copied over to the new Service Request
  7. There is a Service Request comment added "Record Opened From Incident"
As you change settings, go through the above again with browser console open
1. Verify no error messages
2. Verify your changed settings behave as expected