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Can we bypass the model, subcategory and category selection during escalation to RF

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Hi,

I would like to skip category, subcategory and model selection when escalating interaction to RF. Is there a way to pre-evaluate those values?

Regards,
Ainer

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Re: Can we bypass the model, subcategory and category selection during escalation to RF

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Yes you can do it. When you define these fields on the $L.file before call the request.new the selection is not shown.

The extra work is create either the ifs aditional process to decide when it should appear and when it should not appear... you can use variables for that or different buttons (calling different processes).

I did a test on 9.6 OOB and it works like a charm. Just add the code bellow on the rm.open process, on last line of rad expressions just before the call of request.new rad.

category in $L.file="Generic Request";subcategory in $L.file="Hardware"

On OOB there are no models for this combination... just adapt it to a valid combination for your environment...

Regards,
Breno Abreu

If you feel this was helpful please click the KUDOS! thumb below!

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Knowledge Partner
Knowledge Partner

Re: Can we bypass the model, subcategory and category selection during escalation to RF

Jump to solution

Yes you can do it. When you define these fields on the $L.file before call the request.new the selection is not shown.

The extra work is create either the ifs aditional process to decide when it should appear and when it should not appear... you can use variables for that or different buttons (calling different processes).

I did a test on 9.6 OOB and it works like a charm. Just add the code bellow on the rm.open process, on last line of rad expressions just before the call of request.new rad.

category in $L.file="Generic Request";subcategory in $L.file="Hardware"

On OOB there are no models for this combination... just adapt it to a valid combination for your environment...

Regards,
Breno Abreu

If you feel this was helpful please click the KUDOS! thumb below!

View solution in original post

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Re: Can we bypass the model, subcategory and category selection during escalation to RF

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Thank you!
Yes, it works like a charm 🙂

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