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How to add a field with caller location in SD4.5 SP20

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Horst Niederhoe
Trusted Contributor.

How to add a field with caller location in SD4.5 SP20

Hi there !

I like to add a field with the location of the caller in the servicecall form.
This will bring me the advantage that the servicedesk knows from where the caller is and to which onside group he has to dedicate the case.

I already have a field (read-only) under the mandatory field caller (without any name) but I can´t see it in the form view to edit it.

Perhaps any other ideas, e.g. creating a new field which will automatically filled with the caller location and adding it to the form ?

Thanks
4 REPLIES
George M. Meneg
Acclaimed Contributor.

Re: How to add a field with caller location in SD4.5 SP20

Hello Horst,

You can't add a location field in service calls in SP20 (at least not the usual way). Better to use a DB rule to do the task. Enable a custom field (40/80/255 chars) and create a rule that when a service call is modified and caller (*) is everything, set the custom field to caller;location.

This can't be done with UI rules if you want the field to be read-only.
menes fhtagn
Mark O'Loughlin
Acclaimed Contributor.

Re: How to add a field with caller location in SD4.5 SP20

Hi,

the following will also do this for you

You could extend the customer field to show additional information

Admin console-presentation-search-Service Calls
Goto "Show" tab
Check "Customer

Set location as a quick find option

Admin console-presentation-search-person
Quick View - Add location here and any other fields you want to show

The user will now see location in the extended section for the customer field.
Horst Niederhoe
Trusted Contributor.

Re: How to add a field with caller location in SD4.5 SP20

That´s it !!!

I changed the search-filed under:
Presentation->Search->Person and added field from Location->LOCATION
Mark O'Loughlin
Acclaimed Contributor.

Re: How to add a field with caller location in SD4.5 SP20

Glad to help. I need some cheering up today and I reckon some points are going to do just that.