Cireson Portal

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

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

 

 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.   SRStatusGuid This will set the Status of the SR when converted. By default, this is set to “Cancelled 674e87e4-a58e-eab0-9a05-b48881de784c SRImplementationResultsGuid This sets the Implementation results of the SR when converted. e8863e3a-1ac3-159e-1cf6-d9d9638ffb9a SRImplementationNotes Sets the SR Implementation resulted when converted This Service Request has been converted to an Incident. SRActionLogCommentTitle Adds a comment to the Service Request when it is converted. Record converted to Incident PropertiesToCopyToIR Specify which fields you would like to copy over from the Service Request. Example below of the settings Title,Description,ContactMethod,AssignedWorkItem,SupportGroup,Classification,Source oncatenatedTitleOnIR Setting this to true will result in bringing over the title from the SR and combining it with the title from the IR. Example: “Old Title – New Title” false IRActionLogCommentTitle Adds a comment title to the new Incident. Record Opened from Service Request

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 SR status is set to "Cancelled"
      3. The Implementation results defaults to “Cancelled” 
      4. Service Request Implementation Notes is set to "This Service Request has been converted to an Incident"
      5. Incident Action log comment added as "Record converted to Incident"
      6. All of the properties from the settings are copied over to the new Incident
      7. There is a Incident comment  added "Record Opened From Service Request"
  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 are copied over to the new work item. Out of box enumeration values will be populated if the display names match. Additional behavior can be configured in the settings (such as what to do with conflicting values in templates vs the original work item).

The original work item is related to the new work item

The original work item is now inactive

TemplatePrefix

 

 

PropertiesToCopy

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

 

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

Versions

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


  Â