Mark, Yes, you can type in the assignee name and press enter (first name, not last name like customer field). If the person belongs to more than one support group, a list is displayed. If you want to search using last name, enclose the last name in double quotes and the search will work.
The template that is referred to in the set field action is the
information presented in the Hover field when you hover over either customer or
assignee field.
Thanks,
Anusha
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Wednesday, August 21, 2013 2:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Tool Tips and Assigned Person
**
In ITSM 7.6.4 I can go to the Assignee field (say on Incident) type in Christie
and press enter. When I do the system fills in my support group & my name in
the assignee field. I do this a lot when assignee tickets. You might want to
double check this on your system. Note: it does expect you to key in the
display name not the user id.
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Wednesday, August 21, 2013 11:09 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Tool Tips and Assigned Person
**
Hi All,
Here I have a case where the users want in the new, as it was in the old. In
our 6.3 implementation, in the Assigned Person field you can type in part of
person's name, and press enter. If there is only one match then the Assigned
Group and Person get populated. If there are multiple matches then a list is
displayed with the Assigned Person and Groups.
In ITSM 7.6 you have to know the group before you can assign the person. What I
would like to do is implement something similar to what I described above. As
such I was thinking it would be cool if it worked the same way as Customer or
Contact in the Incident using tooltips. Running AC logs I can see there is a
Set Fields and a Message action that does this. The Set field uses a
TEMPLATE("HPDCustomerTooltip.html", .......).
Any of the documentation is real lean on tool tips of the TEMPLATE function.
Where does the HTML doc get stored? Is this something like email templates? If
anyone can point me in the right direction or has done something like this
before, and information or suggestions would be greatly appreciated.
Thanks
Mark
Mark Brittain
Remedy Developer
ITILv3 Continual Service Improvement
NaviSite - A Time Warner Cable Company
mbritt...@navisite.com<mailto:mbritt...@navisite.com>
Office: 315-634-9337
Mobile: 315-882.5360
[email-Logo-031813]
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