Reporting and Analytics for Service

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    Lorna Rickett
    Add new note/thread from report
    Topic posted January 10, 2019 by Lorna RickettSilver Trophy: 7,500+ Points 
    34 Views, 2 Comments
    Add new note/thread from report
    Add new note/thread from report

    Our finance team need to respond to queries in their queue from a report. They'd like a faster way to do this without having to open every incident and add a note.

    Is there a way (custom script with ConnectPHP?) to give them an option to do this from the report?




    • Sebastiaan Draaisma

      Hi Lorna

      It is an interesting request. There is the in-line editing feature but this would not be any quicker. I would say it would take longer time to use inline editing. Mypersonal advice would be to automate things in a workspace as this will allow for more functionality and is in my opnion a better solution than trying to work with inline editing and API.

      If a certain group only inserts notes you could configure a special workspace for this with standard thread type on note and maybe even have buttons on your workspace inserting the most used notes. The most used notes could be listed in a report component within the workspace with a custom link action that ads the note to the incident through API (like the knowledge base function so to say)

      For an example on custom link actions see this topic:

      Easy setting "Disabled from assignment" when out of office?

    • Justin

      i believe the reason that isnt an option is it would circumvent all the things that make an incident an incident (status, SL, queue,etc....).