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Categories for Interactions and Incidents

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Tim Dupont
Respected Contributor.

Categories for Interactions and Incidents

Hi,

For Interactions we use the following categories: complaint, incident, request for change and request for information.

The incident module uses the same categories. Is there a way to NOT show the request for change category in the incident module? We do not want incidents to have a category of request for change. But the category should remain for Interactions.

Thanks

10 REPLIES
Piku
Acclaimed Contributor.

Re: Categories for Interactions and Incidents

Hi Tim,

OOB incidents and interactions category are same and come from same table and for request for change(CR ) it is other table.
table for IM/SD tickets = category
table for CR = cm3rcategory


hth,
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Randall Harvey
Outstanding Contributor.

Re: Categories for Interactions and Incidents

You can modify the link line logic for the Incident record forms to exclude the specific category values as needed. You would need to modify the lines for category, subcategory and product.type. Also I believe that you would need to modify the individual link records specific to each form - IM.open.incident, IM.update.incident, IM.close.incident and potentially probsummary as well.
Tim Dupont
Respected Contributor.

Re: Categories for Interactions and Incidents

That explains, thanks Piku

Tim Dupont
Respected Contributor.

Re: Categories for Interactions and Incidents

Hi Randall, could you give me some more details on how to achieve that?

-m-
Acclaimed Contributor.

Re: Categories for Interactions and Incidents

Example expression in the category link line of the IM.open.incident link record:

 

if null(category in $File) then ($L.query="name~=\"request for change\"") else ($L.query="name#\""+category in $File+"\" and name~=\"request for change\"")

Tim Dupont
Respected Contributor.

Re: Categories for Interactions and Incidents

This works fine, many thanks:

 

if null(category in $File) then ($query="name~=\"request for change\"") else ($query="name#\""+category in $File+"\" and name~=\"request for change\"")

 

Although I cannot select 'request for change' anymore, I now see two other categories, but these are not even activated. Categories are 'problem' and 'service catalog'. I do not see why they show but how do I exclude them in the same condition above?

 

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Piku
Acclaimed Contributor.

Re: Categories for Interactions and Incidents

Hi,

If you do not need them at all then go to category file and uncheck the check box "Active category" and add the line, $query="active=true" , before the above expession in link record.

You can control the visibility of the category list by using that check box.

hth,
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Assign Kudo, if found post useful and mark it accepted if solves the issue.
Tim Dupont
Respected Contributor.

Re: Categories for Interactions and Incidents

Hi Piku,

 

both categories have the 'Active Category' checkbox unchecked.

I have added a screenshot of the link line. But still, both unchecked categories do show. Is there anything missing still in the link line?

-m-
Acclaimed Contributor.
Solution

Re: Categories for Interactions and Incidents

As Piku stated, the $query variable needs to be updated to include: active=true

 

Remove all of the existing expressions and replace them with the following:

$fill.recurse=true

$query="active=true"

if null(category in $File) then ($query+=" and name~=\"request for change\"") else ($query+=" and name#\""+category in $File+"\" and name~=\"request for change\"")

Tim Dupont
Respected Contributor.

Re: Categories for Interactions and Incidents

Many thanks all for your help. Let me know if I need to do anything else apart from giving kudos, as I am new to this community.