When processing an Incident, currently we manually enter the Affected User phone number in the Alternate Contact Method field in order to save the Assigned To person from having to look up all of the end user phone numbers. Also, we include it on the email that we send to Assigned To staff.
We are soon going to be loading the user phone numbers into Active Dirtectory which will then provide the information as part pf that Users Configuration Item.
I'm looking for suggestions on how to automatically copy the Affected User phone number from their Configuration Item record to the Alternate Contact Method field when an Incident is created. Please note that, due to our IT policies, modifying the standard Incident Request form is not an option. I need to accomplish this process with Workflows, Templates or other techniques.
All suggestions / ideas will be considered.
Chuck, Roy