One of theHEAT Classic Features that is frequently requested is to bring back the customer history. There are several implementations for this, yesterday covered how to implement Incident Customer History for Related Items, aka Object Matching, today we will cover how to show Customer History using a Quick Action.
One of theHEAT Classic Features that is frequently requested is to bring back the customer history. There are several implementations for this, today we will cover how to implement Incident Customer History for Related Items, aka Object Matching.
Open the Incident Layout you wish to implement this for
Open the Form View
Click “Edit Matching Settings“
Edit the Existing Incident Object
Click Edit Filter
Edit the “Resolved Filter” and change it to “Resolved + Customer History“ Note that you could add a new filter but then the user has to select that filter manually or disable
set Condition to $([MatchedObject]Status == “Resolved” OR [MatchedObject]ProfileLink_RecID==ProfileLink_RecID)
Save all your changes
Refresh your Browser
Test your Changes
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Tips & Best Practices:
You can add additional filters or edit existing filters to show:
Incidents from Employees with the same Org Unit, Department, Location
Incidents that are Logged or Not Closed (where you want to see what similar Incidents are out there that haven’t been Resolved/Closed
A very frequently asked question when implementing Ivanti Service Manager (HEAT) evolves around the “Waiting for Resolution” Incident Status. What is its significance, should it be used, and how does it effect SLAs?
The “Waiting for Resolution” Status is typically used when a break/fix (Incident) has been completed but the ticket hasn’t been updated yet.
For example if there is a P1 Incident that has been resolved, setting the Status to “Waiting for Resolution” may prove to be rather useful to stop the SLA clock while gathering all incident resolution details from the SDAs and Task Owners, without getting penalized.
Remember that the SLA Clock is driven by the Incident Status and Waiting for Resolution pauses the SLA clock.