How to show Customer History using Quick Action

by Freelance Ivanti Neurons Consultant & Developer with 100+ Service Desk / ITSM / ITAM Implementations since 1996, worldwide, posted in Best Practice System, Best Practices, Ivanti Service Manager, Tips and Tricks

One of the HEAT Classic Features that is frequently requested is to bring back the customer history. There are several implementations for this, yesterday covered how to implement Incident Customer History for Related Items, aka Object Matching, today we will cover how to show Customer History using a Quick Action.

  1. Create a UI Quick Action for Incident
  2. Scope: ObjectWorkspace
  3. Command ID: Search
  4. Confirmation: null
  5. Command Data:

‘ObjectType’:’Incident#’,
‘SearchCriteria’:[
{‘ObjectId’:’Incident#’,’FieldName’:’ProfileLink_RecID’,
‘Condition’:’=’, ‘FieldValue’:’$(ProfileLink_RecID)’}
],
‘FillSearchPanel’:’true’

Save and add to the Incident Layout Form View Toolbar with disabled expression:
$(nvl(ProfileLink_RecID, “”) == “”)