Custom field to trigger HUD update?

[Alisha]

Good afternoon,

Is it possible to have a custom field in the Details screen trigger an update in the HUD? For example, if 'Call Out' is ticked, it would put a tick next to the relevant entry on the HUD.
If this is not possible, please could we request this as an enhancement?

Is there another way to update the HUD outside of the Business Process?

Many thanks,
Alisha

[James Ainsworth]

The HUD, or Process Tracker, is related solely to the workflow that is running against the request.  The items displayed in the Process Tracker are Check Points that are reached as the workflow progresses.

If the selection of the Call Out check box can be done at any point during the life of the ticket, that makes it hard to incorporate this into the workflow.

If your workflow was split into stages, and during the first stage you provide the opportunity to assess the issue and select if it needs a call out, on the next stage you can use a Get Request Info to read the custom field that stores the Call Out, and then take the appropriate action / path with checkpoints displayed in the Progress Tracker.

Another option might be to create a Custom Button called Call Out, that runs an Auto Task.  Hard to say without knowing the details of the process that you are trying to set up.

[Alisha]

Hi @James Ainsworth,

We would like a way of bypassing external authorisation, if a manager views the request and deems it necessary to make it a Critical. The request can't be sitting waiting for the external authorisation replies to come back.

Just trying to explore our options at the moment, but trying to avoid using an Activity as not everyone can complete Activities if it's assigned to a particular team/owner.

Many thanks,
Alisha

[James Ainsworth]

Could you not use Priority for this?  A suspend and wait for priority and if the priority is critical, then use a decision node to bypass the authorisation?