Service Operations Workspace

[priyadharis]

Issue:

When i create a request from an interaction in service operations workspace - I click Create REquest

the request catalog comes up 

There if i search an item from typeahead search , and submit the form all values are not captured right especially the contact type is not Chat insead defaulted as self service.

The same if i navigate to that item via categories and submit  its fine

any pointers

[Brad Warman]

I don't believe this is an out of the box field that is populated from interactions and is likely being defaulted to self-service via the requests workflow/flow. This post might be able to assist.

[Dr Atul G- LNG]

Hi @priyadharis 

I think this might be expected behavior, but could you please share a screenshot and let me know which item you’re using? Are you creating an Incident?

[priyadharis]

Well, am  in service operations Workspace

i open an interaction 

create request from there

Service catalog page is up

There are 2 ways to search an item 

1) Normal navigation through category and create request -- everything is fine -- Contact type on ritm is set as Chat 

2) Typeahead search - where we enter the name of the item we need to place an order for and then submit the request .. there the ritm created does not have the contact type as Chat instead as Self service

we do see there is a business rule (no conditions but parent interaction field needs to be captured from prev step) to add the contact 

with the typeahead search that field is not captured, hence that BR does not get executed

[Dr Atul G- LNG]

Hi @priyadharis 

I tried both approaches, and in both cases, the Contact Type didn’t populate in the RITM. It might be dependent on the Interaction Type. Please check based on the Interaction Type—whether it’s 'chat' or something else.