ITSM 7.0.03 p8 ARS 7.1p5 Looking to use the requester console for internal IT issues. The requester Summary Definiton form only provides Op. Cats as a way of routing a service request. We would like to add Product Cats to the Summary Definition form so that auto assignment can be used to route tickets to exact support group.
I added the Prod Cats. fields to the Summary Definiton and SRM:Reqest forms and modified a couple of filters to push the new values but the service request fails on auto assignment. I'm pretty sure it is because the new Prod. Cat values are not being seen in the right places. I did some digging into the CAI stuff, which is where I think modifications are needed, and was hoping someone has already gone down that path and coud provide some insight. Thank you _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
