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Use Process Integration or Update Record to automagically "Relate" a numbered incident

The Problem:

Our "Hybrid Working Consultation" process requires the HR/DSE/H&S@W part of the request to be separate from the IT part of the request to supply relevant equipment. So: The customer submits their Service Request to HR with all the working assessment forms filled in, and agreement is then reached with HR to allow them to order a list of equipment to meet their hybrid working needs. They then need to submit a request for their equipment to be supplied, without any of the personal information contained in the original service request...

BUT

For audit purposes, we need to be able link the two tickets together so that an Administrator (who can see HR and IT tickets) could do a QA check if needed to ensure that the agreed stuff had been ordered.

Now - our customers know what a ticket number is; but they have no facility (nor the skill) to "link" tickets together. So we currently have them fill in a field for their HR ticket number, and leave a "Task" to relate it to the IT ticket. However much of IT can also not see the HR ticket and would not be able to relate it manually.

So: I proposed to use a Process Integration Step to link the tickets together; our Process Integrations are run via the token of a full administrator account so it should have worked.

However... we can't reference the HR ticket by number. The only way to identify a ticket to add to the "incidents": [ ] array is by "incident": "id" PLUS the URL to the incident... and we don't have it. There is also no way to get it, given only the incident number.

SO: my proposal is:

Create an "Update Record" process step; or a "relate_incident" JSON code which allows the incident to be referenced by number and does the required work in the background.

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Comments

bbtech

Hi Stone, so your last statement is sort of correct. We just recently ran into a similar issue and we resolved it. Turns out the documentation is a bit confusing but once we tried a few scenarios we found a working one. We ran into two scenarios.

bbtech

Woops, hit enter instead of continuing:

Creating an incident from a service request and then relating parent to child tickets or vice versa.
relating existing tickets from a child to parent or vice versa

We were able to do both through a process integration. I am happy to show you how to do that if you have some time but here is the gist.

For both scenarios this works well but just know that you can also do a pre-relationship as long as you allow the child incident/SR to create itself before running the process integration task.

SR= Service Request

I have an SR for "Requesting a computer"
This parent SR then generates a child "Image a computer" SR.
- The child SR is an existing SR that i can reference by "context_id" at the parent level
The child SR has a process integration to "relate" itself to its parent based on a custom field or variable that i want to use
After this, the child ticket not only relates to the parent but the parent itself is also related just by having the child do the work

Thats the concept in a nutshell. Works like a charm but it does require some sort of a pause in the process integration because the Process Integration by design runs way faster so we do need to have an "Existing" record. Otherwise, if we do not allow enough time for either the parent or child SR to create itself, the process integration fails.