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Honored Contributor.. gdurso Honored Contributor..
Honored Contributor..
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How to change default category for ESS interactions

I want to change the default category of new interactions raised through ESS.

Studying the ServiceDesk workflow a Logging phase Initiaization Tab I see the rule set sd.initial calls the "Template.apply.default.template" process.

This process in turn invokes the "Template.apply.default.template" RAD.

On the "retrieve.default.template" panel of this RAD I see a reference to default.template in $L.object"

The Incidents Object under Views/Template specifies for Default Template: "default.template in $G.sm.environment"

Where is this default template stored? How do I modify it?

I had a look at the templates table I see interaction templates there but they don't seem relevant.

Thanks

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Honored Contributor.. gdurso Honored Contributor..
Honored Contributor..

Re: How to change default category for ESS interactions

Left out SM Version: 9.40

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Absent Member.. John Stagaman Absent Member..
Absent Member..

Re: How to change default category for ESS interactions

Templates do not include category in 9.40 Codeless/Process Designer workflows. 

 

The ESS category is set in the sdUtils Script LIbrary record (it is called by the cc.open.from.menu RAD called by the Submit A Request button):

/**
*  This function is to get the category of interaction to be created for 'submit a request' in ESS.
*	
*  @return {string}  -  Category name. 
*/
function getSDDefaultCat()
{
	//var defCat=lib.settings.getSettingValue(lib.security.getArea("incidents"), "default.category");		
	//if(defCat==null || defCat=="true")
	{		
		return "incident";
	}	
	

 

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