Automation Script help

[erdman]

I created a utility to aid in our round robin process for ticket distribution. The tool was created initially for SC 5. We have now upgraded to version 6.1 and I am having issues porting over the functionality for my utility.

In the previous version the Incident Id was an open field that I could access using keyboard strokes. In the new version that field has been locked and no longer tab accessible. I am looking for any and all suggestions on how I might get that information so I can use it for the response email and ticket link.

Thanks in advance.
RD

[glg]

I'm guessing that you are not the SC developer. Your developer should be able to make this change for you.

[erdman]

According to our dev group I would have to open a ticket with Peregrine to get a patch for this. I am not real impressed with our support group.

[glg]

That's absolutely incorrect. It's a 2 minute change for them. Unfortunately, there is nothing you can do on this without their assistance.

[tommy]

Yes, You need to speak to Your sc developers.

I assume the utility You have was made to save time = save money. If that is the case You should write a business case and present to the developers documenting how much time You save per ticket, hour, day, week, month and year if You get that change.

[glg]

I assume the utility You have was made to save time = save money. If that is the case You should write a business case and present to the developers documenting how much time You save per ticket, hour, day, week, month and year if You get that change.

Even more so, present it to their boss

[tommy]

Even more so, present it to their boss

I would do that as second option. You rarely get anything good by going over someone from the beginning.