User Guide: Add-In - Create Related Problem

Add-Ins 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.

Create Related Problem Download Link

The latest version 1.0.0 of this Add-In can be downloaded here.

Note: This version of the Add-In is built and tested against version 12.2.9 of the Cireson Portal. It is recommended you are using that version or higher with this Add-In

Create Related Problem Summary

The Create Related Problem Add-In allows users to create a Problem record from an existing Incident and relate the Incident to the Problem. The incident's details are used to fill in the properties of the new Problem.

The incident can be resolved on creation of the problem.

Each setting for the Add-In is as follows:

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. In the developer console (open up a browser > dev tools > console), you see that the Dashboard Auto Refresh Add-In is loaded

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

Examples

Example 1

Clicking the Create Related Problem task will create a new PR with the incident related and navigate to the PR.

Having ResolveIncident in the Add-In Settings will set the Incident as Resolved

Versions