Cireson Portal

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 ValuePlaceTaskAfterDetermines 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 NewTemplatePrefixThis 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.  IRStatusGuidThis will set the Status of the IR when converted. By default, this is set to “Cancelled".2b88306-59f0-f574-9c2a-f4b4682f1681IRResolutionCategoryGuidAdding a Resolution Category Guid here will set the category of the IR when it is converted.c72b161a-c065-f391-ab4d-5794308bd495IResolutionDescriptionSets the IR resolution description when converted.This Incident has been converted to a Service Request.IRActionLogCommentTitleAdds a comment to the Incident when it is converted.Record Converted to Service RequestPropertiesToCopyToSRSpecify which fields you would like to copy over from the Incident. Example below of the settingsTitle,description,ContactMethod,AssignedWorkItem,RequestedWorkItem,SupportGroup,Classification,SourceConcatenatedTitleOnSRSetting 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”falseSRActionLogCommentTitleAdds a comment title to the new Service Request.Record Opened from Incident

Testing and Validation

  1. If experiencing issues, refer to KB Article 2568 here for overall Add-Ins troubleshooting steps
  2. 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"
  3. 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

 


Example

Fields with matches will be copied. Out of box enumerations with matching display names will also be copied.

The original work item will be linked to the new work item

The original work item will now be inactive

TemplatePrefix

PropertiesToCopy

Note: Values must be comma-separated and have no spaces in between. These settings are also case-sensitive.

ConcatenatedTitleOnSR

Versions

VersionRelease Notes1.1.1First Internal Release1.1.2Fixed HTML Closing Tags


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