10 Replies Latest reply on Dec 8, 2017 5:47 AM by PAWAN KAUSHIK

    Setting customer information on Service Type drop down selection in incident

    PAWAN KAUSHIK

      Hi All,

       

      i have a question in my mind. What i want to do is like if i select the incident type as "User Service Request" then it should autofill the customer information automatically with a default user information for that incident. to achieve this i followed the below steps:

       

      -> Create aN AL on field menu selection

      ->set a temp field with default login id of a user for say "xyz"

      ->add a set field from people form with matching criteria xyz='Remedy Login ID'

      ->add another set field action which will set the customer information from people form.

      -> add a change field action to make customer field as read only field.

       

      now is this is the correct approach to achieve this task ? or is there any other better way to do this ?