is there a way to Apply an incident template based on caller location

[kimstorey]

I have an Incident for Hardware Issues, and based on the caller Location they default to a different Assignment Groups.

I want to apply a template which has different information for the Help Desk based on the Caller Location.

Example is:

Caller in Australia needs to contact xxx and call needs to be closed

Caller in NZ ticket needs to be assigned to the Assignment Group

I would like the template to apply information based on when the Caller Location is eg. AU

Does anyone know if this is possible?

[Vaiju]

Hello Kim,

Greetings for the day !

Your requirement is that Assignment group should get populate based on Caller's location.

I will suggest you to write an assignment script for it. Based on caller's location script will fetch the assignment group and it will set it on Incident table.

For this you can create new table and link assignment group for particular location in this table. And fetch this assignment group based on location in assignment script.

Other way is that you can create Data look up definition rules.

There is no need to create different templates to populate assignment group based on caller's location.

Thanks & regards,

Vaijanath Shintre