Note

 

This documentation supports the 20.16.01 version of Remedyforce.

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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 fromActions
Client input
  • Add an input field of type Lookup to the Category object to a service request definition.
  • Map this input field to the Category field of the Incident object.
  • Client or staff selects or provides a value to the input field.
Request Definition
  • Ensure that the category can be displayed in Self Service.
  • Navigate to Remedyforce Administration > Application Settings > General Application Settings, and ensure that the Replace form field values with template field values check box is clear.
Incident template
  • Category used in a service request definition is not selected for display in Self Service
  • A category is configured in the selected incident template
  • Navigate to Remedyforce Administration > Application Settings > General Application Settings, and ensure that the Replace form field values with template field values setting check box is selected.
 

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 statusCategory selected in Incident templateCategory selected in SRDCategory applied to service request
SelectedApplicationsAccount AdministrationApplications
SelectedNA (no category is selected)Account AdministrationAccount Administration
ClearApplicationsAccount AdministrationAccount Administration
ClearNA (no category is selected)Account AdministrationAccount Administration
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