Incident Category based on Business Service

[amacqueen]

I have searched and cannot find a way to do this.

What I want to do is set the category for an Incident based on the Business Service selected, for example if we have a request for a new piece of hardware (not using service catalog currently) and we choose 'Service Request - Purchase' I would like the category to be 'Purchase Request' which in turn will automatically select a priority of 'P120 - To be completed within 120 Service Hours'.

I'm ok with the category driving the priority, that's working fine however I can't find a way drive a particular category from a business service.

Any help would be gratefully received.

TIA

[Michael Kaufman]

Give this a try:

Dictionary Override
You can add a Dictionary Overide for the category field for the Incident table first, as the category field (task) is used by other modules too.

Dictionary Override

Base Table: task
Table: Incident
Column Name: category
Override dependent: u_business_service

Choice List Dependent Value

Next in your choice list for category, put a dependent value for the business service. You need to put the sys_id of the business service.

Note: there may be a way to put in the Business Service Name instead of the Business Service Sys id in the dependent field instead, by adding a javascript function to get the sys id, but I haven't tried it.

[amacqueen]

Mike, my apologies for not getting back to you, I went for a much simpler solution in the end, I made the field mandatory and made the choice 'Dropdown without - None' so our service desk personnel are forced to make a judgement based on the nature of the incident. So far working quite well.

Thanks for responding.