Determining the category applied to a service request
If the following conditions are true, the category selected by user is applied to a service request:
- You added an input field of type Lookup to the
Categoryobject to a service request definition. - You mapped this input field to the Category field of the
Incidentobject. - User (client or staff) has selected or provided a value to the input field.
If you do not have an input field of type Lookup on the Category object, category of a service request can be applied from one of the following:
- category of the service request definition
- category configured in the incident template that is selected in the service request definition
To decide which of these categories is applied to the service request, the Replace form field values with template field values setting is selected. This setting is available on the Remedyforce Administration > Application Settings > General Application Settings page. The following table describes which category is applied to a service request based on the setting:
| Replace form field values with template field values | Incident template category | Service request definition category | Service request category |
|---|---|---|---|
| Selected | Applications | Account Administration | Applications |
| Selected | NA (no category is selected) | Account Administration | Account Administration |
| Clear | Applications | Account Administration | Account Administration |
| Clear | NA (no category is selected) | Account Administration | Account Administration |
Note
If the following conditions are true:
- Category used in a service request definition is not selected for display in Self Service
- A category is configured in the selected incident template
- The Replace form field values with template field values setting check box is selected
The category configured in the incident template is applied to the service request.
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