We have a Termination process with a specifics form, check off process for terming users.
One of our techs asked me, if we could add something to the specifics form that would alert them, if that customer has other tickets open, that could possibly be closed out, now that the person is leaving the company.
I know I could just add a check box to their specifics form and the Service Desk could manually look for other tickets, but I was hoping to just have a case logic label come up, if that user is linked to other open tickets. Because if they are not, the Service Desk doesn't even need to be concerned about it. I cannot figure out how to "write" that expression, if it is possible.
Can someone point me in the right direction? If it could be on the specifics that would be ideal, but if it needs to be part of the actual incident form, I'm fine with that too.
Try adding a new validated field "First Open Ticket For User" to your specific form.
Validate this from the Incident table, where Specifics.UserBeingTerminated RecID = Incident.OwnedByID (For the incident it's looking for), and where Incident.Status <> Closed, and where Incident.Status <> Resolved.
You could do the same thing with names, but ID's are more accurate.
If the field autopopulates a value, then there's an incident that's open, and thus your expression will be able to identify this by whether or not your new field is empty or not.
This doesn't tell you how many incidents are open, but that info is not relevant as you just need to know whether there's at least one.
Thank you for this information, I'm just getting around to trying this- finally, but I'm obviously missing something - I'm not getting the correct results. I keep thinking this should not be this difficult! Would it be easier to do it from the incident....not the specifics form? I would think it would be and that might actually come in helpful in other situations. If a users has multiple tickets open and they are with multiple technicians.
Here's something else you could try...
Add a new 1-many relationship to Incidents.
Set up a custom link with constraints.
Set the constraints to include "Incident.Customer Display Name" = "Specifics.YourCustomerNameField" along with Status not-equal to Closed/resolved, etc.
Use this new relationship to populate a tab. Set tab visibility to only show when "Specifics.YourCustomerNameField" IsSet. Or maybe base it on the SubCategory?
Thank you- I actually did do something very similar to what you described. But decided to no longer base it on just "term" or that specifics form. After further discussion with the Service Desk- they wanted to know, if someone has multiple tickets open- for any classification. I have it working in Dev and will move to Production soon. I copied off the task tab the custom expression....and was able to have it display on the tab- how many tickets the person has open, so the tech will know at a glance.