Hello folks,
Trying to build here some enhancements for Domain Separated Service Catalog, so it becomes comfortable for Fulfillers.
And want to talk here about the specific piece - when agents convert a Case to a request (on CSM/FSM Configurable Workspace)
Currently, when you use Create Request, it passes sys_domain parameter to URL of that /swp portal which is opening, and it matches the Account's domain of the case!
But /swp portal displays all catalog items based on Fulfillers access (which this client doesn't see).
Can this portal be configured somehow to respect sys_domain parameter from the URL? Coz I want to prevent Agents from converting by mistake Cases to some Catalog items, which are not available for the client.
And another thing I'm looking for:
If I’m an agent I want to see all companies, users, and locations to submit a catalog item for any user in any company (MSP, Clients).
When I pick a user/company on the form - all fields on the form should show only values related to the selected user/company (to prevent mistakes when for Client's domain will be selected Department from MSP if the name is the same)
Looking for some feature/approach to apply a domain filter on the whole catalog item form when Requested For changes (same as what we have when we open Case, and the record's domain is applied), not sure if that's doable, but if not it sounds like a bunch of work:
- create in all global catalog items reference qualifiers for all reference fields to look at the Requested For.
- create client scripts to clean all reference fields on catalog items when Requested For changes.
Thanks in advance! 🙂
