How can I add conditions to Dictionary Override option

[Akash4]

My requirement is "When Create New Incident is clicked and the created member is not a member of a Service Desk, the Contact Type should default to Self-Service, else to 'Phone'.

[Chuck Tomasi]

If it can be done with a client script (removing options and setting default values) then do it that way as the user doesn't pick one thing and get another (from the business rule.)

[Akash4]

User can pick any choice on requirement, hence it cannot be read-only.

And is this possible from Client scripting ?

[Chuck Tomasi · Accepted solution]

If they are allowed to pick anything, then I would recommend the business rule. The user experience would look something like this.

• Any user enters the form (service desk or anyone else.)
• They fill out the form including the contact type.
• No matter what they pick, if they are service desk, it gets set to self-service when the record is created. If not, they are set to phone. This is the business rule I wrote above. It does not apply to users with admin role. They stay with what they picked.
• If they like, they can go back and change it later as the business rule doesn't apply to 'update' operations, only insert.

[Akash4]

Thanks for the description, let me try and verify. Will get back to you. 🙂