We need to auto populate categorizations, configuration item and assignment group based caller

[Srinivasu2]

Hi Team,

I have created a case and mapped the fields from case to incident by after BR.

Now we need to auto populate categorizations, configuration item and assignment group based on selection of caller on incident form once case raised by customer from CSM Portal

Could you please advise how can we auto populate categorizations, configuration item and assignment group based on selection of caller on incident form?

Thanks,

Srinivasu 

[Harish KM]

Hi @Srinivasu2 what is the criteria to to decide values to populate on categorizations, configuration item and assignment group based on selection of caller on incident ?Does it come from case details?

[Srinivasu2]

Hi @Harish KM , No, these values will decide based on customer who belongs to particular account,

I have created new categorization like Airbnb application, configuration item like Others-Airbnb application and AOG_L1_L2 Assignment group these are belongs to AIRBNB account

Please advise how to auto populate newly created values when user submits the form CSM portal?

Thanks,

Srinivasu

[Harish KM]

Hi @Srinivasu2 these values will decide based on customer who belongs to particular account, --> so your saying this account has all values of categorization ,CI and group details of selected user?

if yes please share this account table name and field names

[Srinivasu2]

Hi @Harish KM ,

Unfortunately, In the account doesn't have these details

Thanks,

Srinivasu