Determining the category applied to a service request
There are multiple ways to apply category to a service request. Based on your requirements, you can decide where to use the category that must be applied to the service request. The following table provides the actions that you must take to ensure that correct category is applied to the service request:
Category applied from | Actions |
---|---|
Client input |
|
Request Definition |
|
Incident template |
|
If a category is available in the request definition and the incident template used in the request definition, which category is applied to the service request, depends upon the Replace form field values with template field value setting check box on the Remedyforce Administration > Application Settings > General Application Settings page. the following table describes which category is applied to the service request:
Replace form field values with template field values check box status | Category selected in Incident template | Category selected in SRD | Category applied to service request |
---|---|---|---|
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 |
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