Autopopulate category and subcategory in incident catalog item

[Community Alums]

Hi,

We are designing a solution where category and subcategory should be autopopulate in Incident record producer on basis of short description. 

I have created a client script and it can be done by hard coding keyword and then setting category and subcategory. 

Please advise if this is right solution. We have also proposes predictive intelligence but our client are not going with that approach. 

[Uncle Rob]

No.  Never interrupt or confuse the customer experience, ever.  If you want it automatic, then there's no need for them to be bothered with the fields.

You can still use whatever mechanisms you like to attempt category / subcategory population POST-submission though.  

[Pradeep Sharma]

Hello Amit,

I prefer using a Record producer script (or a script include ) to populate the information on the incident table. 

- Pradeep Sharma

[Community Alums]

Hi Pradeep, Thanks for the reply. Actually, we need to show the category and subcategory in the catalog page on change of short description and then user will have a option to change the category or click on submit button. That's why we have implemented catalog client script.

[Pradeep Sharma · Accepted solution]

Thanks for the update Amit. One of the possible options is to create a custom table to maintain the relationship between the short description/category/subcategory. Now you can create a catalog script + GlideAjax to populate cat and sub cat based on short description variable. This will enable your admins to modify the values in a table without the need to modify the Client script(*hardcoded values).

- Pradeep Sharma