Dear community,
I was asked by our management to implement the Service Level Timer on our Incidents.
In Assets, we have two object types: ICT Services and Business Services.
On every ICT Service, there is an attribute, where I can add the relevant Business Services.
When a new ticket is created, our first level support adds the relevant ICT Services to the ticket. For the SLA-Timer, I need referenced Business Services, so that I can filter on them and start the SLA-Timer according to the SLA (Gold, Silver, Bronze).
I tried to create an automation, which looks for the referenced Business Services and adds them to the custom field Business Services. I found an automation, which finds the referenced object-IDs, but I am not able to add them to the custom field. How do I do that?
Any help is very much appreciated.
Chris
With the great help from @Simran G I was able to come up with a working automation.
I do not yet understand, why I have to add the objects with the AQL. Why can I not simple use {{lookupObjects}}, as this provides the object-keys as well?
Update: the above automation throws errors, if no Business Service is found. Then, the Edit Issue Fields fails.
I solved it by adding an if-condition in the beginning. (Same AQL as with the lookup objects.)
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Here a screenshot of my automation:
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