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. 

[Community Alums]

Hi Pradeep, Thanks for the suggestion. This looks like a good solution. Can you refer me to any other thread regarding the technical stuff required for this or you have any sample scripts?

[Uncle Rob]

Have the people submitting tickets asked for this?
$10 says they don't care (and would therefore never change the categories)

[Michael Jones -]

Unless there is a reason that the end-user needs to see the category / subcategory, or unless you need to allow the user to override the selection then I wouldn't advise doing this client-side. I'd make this a business rule, or part of your processing script. 

If you must do this client-side, then you would still want to move the heavy-lifting server-side and create a GlideAjax call - pass in your short description, use the server for processing, and use the callback to set the values - that would minimize client impact. 

Best practice is to do it all server-side. 

If this was helpful or correct, please be kind and click appropriately!

Michael Jones - Proud member of the CloudPires Team!

[DrewW]

If your client does not want to use predictive intelligence for some reason then you are going to have to create a lookup table that has all of the terms in it and the category and subcategory's that should be used.  You will probably have to use just a text field for the terms and then when you search the table do it with a text search.  You will need a default if something is not found and someone is going to have to maintain the data in the table and thats going to cause administrative overhead.

Like others are pointing out you are going to want to have the server do the work as much as possible, either with a web service or have the record producer script look it up.  Which way you go is going to depend on if you have a requirement to have the user see and possibly be able to change the category and subcategory.

[Community Alums]

Hi Drew,

Thanks for the reply. 

Can a custom script can achieve the accuracy like predictive intelligence. Please suggest how we can setup the lookup table with the possible keywords because users will not write the same description every time.