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Check the value of 'Reporter' field during a Transition

Simon Bell_s0zzf4

Hi all

When voicemails are left with our Service Desk, an e-mail is generated with the recording which then creates a ticket with the Report Name 'SDVM'.

I need to ensure that our Agents are changing the Reporter name from SDVM to the correct customer name, when transitioning beyond Triage but can't seem to do so.

Looking in Validators, I can't seem to reference the Reporter field.

Looking in Conditions, I wondered if following the steps in a related question (click here) might help me here, but I'm unable to find the Field ID for the Reporter field?

Could anyone help? Thanks

Accepted answers

Joseph Chung Yin

@Simon Bell -

Hi Simon:

You should also be able to conduct validation against the Reporter field in WF transitions setup. See image below (example adding validation - "Field has been modified Validator"), the Reporter field is there...

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

All comments

Simon Bell_s0zzf4

Sorry ignore this - I can reference the Reporter field within a Condition - I was overthinking it!

Joseph Chung Yin

@Simon Bell -

Hi Simon:

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Simon Bell_s0zzf4

Hi @Joseph Chung Yin and thanks for coming back to me - apologies for the delay whilst I have been looking into this further.

As 95% of tickets come in with the correct Reporter name, I was hesitant to to add a Validator to force the Reporter name to be changed as they don't need to for the vast majority, I only need them to change when the Reporter Name = xyz@xyz.com. Can I apply this validator to only run when the Report Name = xyz@xyz.com? Or do I do this by exempting a group that includes all Reporters apart from xyz@xyz.com?

As an alternative, I tried adding a Condition:

The field Reporter will have to be not equal to value 'xyz@xyz.com'. Compared as String'

But, when the user attempts to transition the ticket, it only gives them the option to 'Close' the ticket, rather than progress to the next Stage and being blocked from doing so because of the invalid Reporter Name?

Joseph Chung Yin

@Simon Bell -

You will need to check where (transition) that you added the condition. When a condition testing results is "True", then the transition will be available. Else, it will be hidden.

Hope this helps.

Best, Joseph

Simon Bell_s0zzf4

Thank you @Joseph Chung Yin - do you know of a way that I can satisfy this requirement using a Validator rather than a Condition, as it would provide a better user experience to manage this with a Validator and as such an error message, rather than simply hiding the transition via a Condition?

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