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Category qbe list on Interaction creation on PD system SM v9.41 p4

Hello SM experts,

I have a quick question regarding the interaction module within SM . I am using SM v9.41 p4 codeless

We have a list of categories on Interaction module . Out of which 1 of the category is only used by Service Desk, rest are using by HR and other teams (which is basically setup on data security )

When IT Service Desk team is creating an interaction, the SD category is set to 'Service Desk' . This is default set on the Script Library by using the below condition

if (vars.$lo_dept == "ServiceDesk") return "Service Desk";

When SD team clicks on 'Save & New', it brings out all the list of 'active' category values from 'sdCategory' . When i did the trace  this is done thru RAD application 'document.new' and I am unable to modify this behavior.

Below are the screenshots.

Save&New.JPG

 sdCategoryList.JPG

 

Please help if this requirement is possible.

Thx

dev.

 

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Re: Category qbe list on Interaction creation on PD system SM v9.41 p4

Possible to achieve this ?

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Knowledge Partner
Knowledge Partner

Re: Category qbe list on Interaction creation on PD system SM v9.41 p4

Check what process is being called, on 9.6 is (sd.savenew) and clone/customize it .

Basically what you need to do is intialize an incident file set the category and pass it to the rad document.new as parameter.

Regards,
Breno Abreu

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