[Rtir] Custom fields on incident resolution

Rob Moerman Rob.Moerman at rci.rogers.com
Fri Jun 6 11:02:54 EDT 2014

Hi there,

In order to support our internal compliance processes, I'm exploring the possibility of including custom fields to be triggered only on resolution of an incident.  For example, I would like to create fields in support of root cause analysis and post incident review/deficiency assignment and tracking, but only have them show up to be filled out on the "resolve ticket" page.

Ideally, I'd like to find a way to use RTIR to pull compliance gaps or deficiencies out of incident tickets and into another queue, and/or generate a specific report showing Incident, Root Cause, Recommendation,  Assigned To and Due Date (for example)...kind of like how investigations are linked to incidents, link "Deficiencies" to incidents in the same way for tracking but allow them to remain open once an incident is closed.

Anyone done anything like this?  I'm not much of a coder...but I can follow basic instructions :)

Robert Moerman

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