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Topic

    Erlin Garcia
    Generate 2 incidents at the same time to the same client...Answered
    Topic posted October 1, 2019 by Erlin GarciaBronze Medal: 1,250+ Points 
    21 Views, 1 Comment
    Title:
    Generate 2 incidents at the same time to the same client from the portal
    Summary:
    Generate 2 incidents at the same time to the same client from the portal
    Content:

    Hi ! 

    I have a simple query about the rules of Service and operation of incident generation.

    If from the portal there is the option to generate 2 incidents at the same time for the same client?

    Can it be done from a business rule?

    If an incident is from the portal and has a specific product selected, automatically generate an additional incident?

    Thank you.

    Best Comment

    Sebastiaan Draaisma

    Hi Erlin.

    No, this is not a standard function. It can be done through a Custom Process Model (CPM) which you can trigger with a Business Rule (BR). A CPM is like an advanced BR and is written in PHP. In this CPM you could write your code that would create a 2nd incident and specify the contact for this 2nd email, in this case the same client.

    Once you have the CPM, the BR could be configured to look at the incident source (Ask a question page on the customer portal) and selected product and would trigger the CPM which would create the incident.

    Comment

     

    • Sebastiaan Draaisma

      Hi Erlin.

      No, this is not a standard function. It can be done through a Custom Process Model (CPM) which you can trigger with a Business Rule (BR). A CPM is like an advanced BR and is written in PHP. In this CPM you could write your code that would create a 2nd incident and specify the contact for this 2nd email, in this case the same client.

      Once you have the CPM, the BR could be configured to look at the incident source (Ask a question page on the customer portal) and selected product and would trigger the CPM which would create the incident.