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Showing results for tags 'external ref'.
Hi, I am currently looking into our incident process in Service Manager. Sometimes, faults need to be referred to third parties. We need to record the reference our third parties give us - I see that there is a "External Ref No." field within the "Details" section, which is editable throughout the incident lifetime. Is there any way that this can be populated automatically? I.e. if an analyst enters the third party ref in the call diary update or via an activity, it automatically enters that same reference within the "External Ref No." field. I have tried adding in a suspend node, where it waits for the external ref, but it doesn't seem to prompt the analyst for the information (i.e. with a suspend and wait for owner, it'll prompt the analyst to assign to someone by changing the tab). I am trying to make it difficult for analysts to bypass this stage, as this is important information. Any ideas are welcome! Lauren