Forum Stats

  • 3,733,801 Users
  • 2,246,822 Discussions
  • 7,856,878 Comments

Discussions

Include incident reference on submitted attachments

Hello,

When the interview is submitted, an Incident is created in RightNow, and a form document (RTF) is generated, and attached to the incident as a file.

We would like to show the incident reference (e.g. 210204-000001) on the attachment. Which seems to me to be quite a reasonable, simple requirement.

So I:-

* Created a "referenceNumber" attribute, and mapped it IN to Incident- "load after submit". (which is reasonable, since this isn't known until the incident is created).

* Referred to this item in my form document .

However - the attribute always shows in the document as "Unknown".

NOTE: We had a bug where 2 incidents were created - and it DID show the "first" (but wrong) incident reference - so there is nothing wrong with the BI Publisher fields in the form document.

I suspect what is happening is:-

1) The RTF is generated (mailmerged) against the OPA attributes. At this point referenceNumber is null, since the incident hasn't been created.

2) The incident is created - but the referenceNumber generated is "lost" to the form document in (1)

3) The document is attached to the incident.


I've searched, and I can't find a solution to this. In effect, I want to swap steps (1) and (2) around.

Is there a solution to this, or do I have to come up with my own reference number, populated before submitting the interview?

Thanks.

Best Answer

  • Fiona Guy-Oracle
    Fiona Guy-Oracle Member, Moderator Posts: 121 Employee
    Accepted Answer

    Hi Jonathan

    You can't create an incident with an attachment that includes the newly created incident ID, no.

    We do have this as a roadmap item but the work is currently unplanned (our reference OZ-9587).

    I guess your options are to not refer to the ID (refer to the date and other identifying information) instead or have a second submit screen that creates the incident again with the attachment and then programmatically merge those records somehow.

    I've bumped up the enhancement request so we will triage it again in our next round of planning.

    Fiona

Answers

  • Fiona Guy-Oracle
    Fiona Guy-Oracle Member, Moderator Posts: 121 Employee
    Accepted Answer

    Hi Jonathan

    You can't create an incident with an attachment that includes the newly created incident ID, no.

    We do have this as a roadmap item but the work is currently unplanned (our reference OZ-9587).

    I guess your options are to not refer to the ID (refer to the date and other identifying information) instead or have a second submit screen that creates the incident again with the attachment and then programmatically merge those records somehow.

    I've bumped up the enhancement request so we will triage it again in our next round of planning.

    Fiona

Sign In or Register to comment.