Attachment field mapping

Note

The Attachment Field Mapping - improvement is introduced in the Crescendo 6.3.1.1 release.

Effective ticket management accurately identifies and classifies tickets to ensure they follow the most appropriate workflow. In many cases, incidents may need to be converted to other ticket types, such as Service Requests, Changes, or Problems, based on their nature, root cause, or required actions. For example, what appears to be an incident might be a standard service need, a recurring issue indicating a deeper problem, or a request that involves a change to the IT environment. Converting incidents appropriately ensures proper prioritization, resource allocation, and adherence to ITIL best practices. This streamlines service delivery, improving resolution efficiency, supports proactive problem management, and enhances overall service quality. 

This enhancement allows Analysts to retain attachments when converting tickets, ensuring that no information is lost during the conversion process. The attachments are retained for Incident, Service Request, Change, Problem, and Work Order modules.  

Form Designer 

The Attachment fields must be mapped to the Links tab.  

To map the Attachment field, perform the following steps: 

1. Navigate to Service Management > Design Studio > Module. Select the required module.
   
   
2. Select Form Designer > Form Relations and select the form with the Attachment control.
   
   
3. Enter all the required details in the General step.
   
   
4. Click Map Fields and map the Source and Target for the attachment field between the modules.
   Figure: Map fields
   
   
5. Click Set Values and set the values for Source and Target for the attachment field between the modules.
   
   
6. Click Summary to verify all the mapped fields. Click Save to save the form.
   Figure: Summary