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Priority takes a default value when a call is logged from Service Pages

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manoj_murthy
Regular Collector

Priority takes a default value when a call is logged from Service Pages

Hi All,

When a Service Call is logged from the Service Pages, the priority takes a default value, but this does not happen when the call is logged from the client.

I checked if there is any default value in the template which is used, but could not find any. Also there seems to be no hardcoding of any values in the Service Pages code.

Please give me some hint of where-else to look for the source of the default value.

Awaiting prompt replies as it is a high priority issue.

Thanks and Regards,.
Manoj
9 REPLIES
The Pike
Honored Contributor

Re: Priority takes a default value when a call is logged from Service Pages

Is the Priority field populated as soon as you open the Service Call form in Service Pages?

The Pike
TGR!!
Senior Member

Re: Priority takes a default value when a call is logged from Service Pages

Hi Pike,

Yes, it is low.

Thanks in Advance,
Manoj
TGR!!
Senior Member

Re: Priority takes a default value when a call is logged from Service Pages

Hi Pike,

I am manoj's collegue working on this issue.
Once i click on create service call Priority filed is filled with low. once i submit service call by changing the priority still it is low only.

Please help me ....

THANKS
TGR!!
The Pike
Honored Contributor

Re: Priority takes a default value when a call is logged from Service Pages

Is it the Impact or the Priority field you are having issues with?

Priority is not in the Service Call form in Service Pages by default but I know it can be added by altering the corresponding .jsp file.

Impact works just fine when specifying a value in the Template.

You probably need to further alter the .jsp file so the value from the Template is picked up.

Points are welcome.

The Pike
TGR!!
Senior Member

Re: Priority takes a default value when a call is logged from Service Pages

Hi Pike,

This is the priority issue. Priority has been added to CreateServiceCall.jsp.
We have not defined any thing in the template for priority.

Thanks in Advance,
TGR!!
Venkatesha_1
Esteemed Contributor

Re: Priority takes a default value when a call is logged from Service Pages

Hi,

I think, the service pages template is having the default value.

Service call template and service pages template are different.

Cross check.

HTH
Venky
TGR!!
Senior Member

Re: Priority takes a default value when a call is logged from Service Pages

Hi Venkat,

Yes you are right, but priority field is balnk in service page template.

Any other posiibilities.

Thanks and Regards,
Tgr!!
The Pike
Honored Contributor

Re: Priority takes a default value when a call is logged from Service Pages

If the Priority is Low even after saving with a different value, you may want to check if there are any DB Rules in place that change whatever value you have.

Previous threads on the subject mention after writing the extra code to include Priority to the form, it takes additional work to get the value entered to be saved.

Also, have manoj assign points to each member contribution as this is the forum's reward mechanism to give recognition for the time and effort spent to those helping resolve *your* issue.

The Pike
TGR!!
Senior Member

Re: Priority takes a default value when a call is logged from Service Pages

Hi All,

There is some method is missing in "CreateServiceCall.jsp". I managed to add that method and issue has been resolved. Manoj i would request you to close this thread...

Thanks and Regards,
Tgr!!
//Add this to "OnDomLoad" event