Hello,
I have started to make some runbooks on the service desk and wanted to find out if the runbooks could add in a comment into a ticket? Is it also possible to amend the incident category via a runbook?
thanks in advance!
Howdy @KP91
Currently, both are possible via the Process Integration(API) and not within the Update Record step. We do have a existing feature request for "Include Category" as well as one for "add a comment".
Visit these feature requests and give them an upvote, but in the mean time, you can leverage a Process Integration and code the updates with a bit more effort.
Great to hear from you @SPSDude !thanks for the update, what i worry is that when you open up a ticket it's not immediately clear that a runbook was used.For example, i created a runbook where some information is shared with the end user, and then assigned to a different team, when the team opens the ticket they won't immediately see in comments that a runbook was used so i wanted to try avoid the next team to send the same message to the user again?
The use case makes great sense! I think adding a comment as part of the Update Record step is a great feature. It has my vote!
