Service Desk Practitioners Forum
cancel

UI rules triggering when SP SC raised

SOLVED
Go to solution
Highlighted
Christie Graham
Valued Contributor.

UI rules triggering when SP SC raised

Running SD4.5 SP13

When a VIP customer raises a service call through the servicepages, regardless of the urgency they select, we have a UI rule created that should automatically set the priority to '1'. But this is not happening for some reason.

If a service call is created from within SD, the priority gets set correctly - its just when the call is created through SP that it doesnt work.

This is the rule we are using:

When a value has changed
where Customer (*) is anything
AND Customer;VIP equals Yes
Set Priority to 1 - VIP Customer (Update Data) Priority set to 1

Anyone got any ideas?
4 REPLIES
Mark O'Loughlin
Acclaimed Contributor.
Solution

Re: UI rules triggering when SP SC raised

Hi Christine,

UI rules do not fire on Service Pages that is why it works for one the client and not on SP.

DB rules will fire on Service Pages cals once they are saved.

If you mark calls submitted as being logged from Service Pages (e.g. Source=Service Pages) then you could use a DB rule with this as a condition along with customer=VP or just use a DB rule altogether.
Vasily Kamenev
Acclaimed Contributor.

Re: UI rules triggering when SP SC raised

Hi
UI Rule not supported by SSP, edit code of file CreateServiceCall.jsp and add your code for simulation the same rule.

Vasily
Christie Graham
Valued Contributor.

Re: UI rules triggering when SP SC raised

Thanks, created a db rule and it now works fine.
Christie Graham
Valued Contributor.

Re: UI rules triggering when SP SC raised

.