How can I create a note against an Organisation

Question

We use Service Management and utilise Organisations as external Companies.

There are some scenarios where I want to be able to have a note pop up to a service desk agent that warns them of some situation with a specific Organisation at the point of creating a ticket for that organsiation.

I've tried a few automations but nothing really seems to fit the bill, is there any way that I can what I want to happen?

Andrew Ansell · Answer

Hi John

Most of our Customers/Organisations are external, so the information can relay information about the status of the Customer (mainly around whether their SaaS subscription is up to date).

Additionally there would also be a requirement for specific actions to be authorised by an appropriate person at the Customer.

These are the type of information that I'd like surfaced, preferably on selection of the relevant Customer/Organisation but before the actual ticket is created.

John Funk · Answer

So the Agent is the one actually creating the ticket? And not the user directly?

And if so, what would one of those popups look like - meaning what kind of information is in it?

Andrew Ansell · Answer

Hi John - Yes, I did try with an Internal Comment, but I'm trying to get something more proactive as some of the pop-ups may change how the ticket is prioritised.

Thanks for the response though, appreciate it.