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Escalate or Transfer Tool SCSM 2012 RRS feed

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    Hello all,

    Analysts in my organization have to ensure that an Incident Status is at a particular value before transfering a call to another group. We require that when an Incident is transferred to a Support group, it's status is set to "Active". Currently they have to navigate to "Change Incident Status" and go to "Other", choose a Status, click OK, and then use the "Escalate / Transfer" task to transfer it to a particular support group.

    What I would like is to have the "Escalate / Transfer" task automatically change the Status to active. How is this possible? Also, is there way to look at the source code for the "Escalate / Transfer" task (to create a new task based on it) in case changes like this can be made in the future?

    Thanks for any insight anyone can provide.


    Wednesday, August 28, 2013 9:54 PM

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    You could always create a workflow that monitors changes to the support group field (pre <> post), and when that happens apply a template to change the status to active.

    Friday, August 30, 2013 6:45 PM

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    Hi Chris,

    Sorry but you are not able to edit the out-of-the-box tasks like that. Likewise the source code for these are not available.

    (Regarding the Resolve task, take a look here: http://blog.dietergasser.com/2012/09/16/moving-the-resolve-task-out-of-the-change-incident-status-group/)

    Regards
    //Anders

    Anders Asp | Lumagate | www.lumagate.com | Sweden | My blog: www.scsm.se

    Friday, August 30, 2013 5:49 AM
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    You could always create a workflow that monitors changes to the support group field (pre <> post), and when that happens apply a template to change the status to active.

    Friday, August 30, 2013 6:45 PM
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    That's unfortunate. My intention was not to the edit the task but to use it as an example of how to create future tasks (or recreate this task with that funtionality added).

    Is there any instruction on how to create these more advanced tasks from scratch?

    Tuesday, September 3, 2013 7:18 PM