Topic by Craig Hevey
Hi,
I have a requirement whereby my agents will create an incident that goes to one team to action but depending on the answer to one of the custom fields must also set some associated work for another team.
I am using Incident workflow and business rules to handle the direction of the Incident.
Within the Incident workflow I am creating a New Task and setting the relevant fields and associating it to the original incident. However, the Contact field is always coming through as No Value and the team have to manually click the Inherit icon to pull the Contact name through from the original incident.
How can I get the Contact name to automatically populate/inherit in the Task workspace from the initial Incident. There doesn't seem to be an easy way of doing this in the workflow. The Task Type is incident but whenever I try to set field for Contact it's looking for initial Contact record and not the Contact field from the Incident.
Thanks
Craig