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Multiple default values based on group/tenant

  • 1.  Multiple default values based on group/tenant

    Posted 12-07-2017 03:59 AM

    Using data partition we have set default group for a particular access type.

    How can we have 2 default values depending on the location of the user creating the ticket?



  • 2.  Re: Multiple default values based on group/tenant

    Posted 12-07-2017 04:29 AM

    Hi Chirag,

     

    Since you can't do 'if & esle' logic on a data-partition, I think the best options for you are JavaScript or Spel-Code

     

    ===

    Kind Regards,

    Brian



  • 3.  Re: Multiple default values based on group/tenant

    Posted 12-15-2017 07:31 AM

    I'm stuck at selecting the location of the user in javascript. Any idea how that is set?



  • 4.  Re: Multiple default values based on group/tenant

    Broadcom Employee
    Posted 12-07-2017 08:59 AM

    Hi Chirag,

    Data partition may not be able to do that. Auto assignment may be the area you look for other than custom JS or Spel code.

    Regards,

    Derek



  • 5.  Re: Multiple default values based on group/tenant

    Posted 12-15-2017 07:30 AM

    Presets for quick close tickets can be set from ahdtop_site.htmpl according to below article:

    Create a Quick Close Ticket With Preset Options - CA Service Management - 14.1 - CA Technologies Documentation 

     

    How to select the location of the requestor in javascript code? some like $cst.location?



  • 6.  Re: Multiple default values based on group/tenant

    Broadcom Employee
    Posted 12-08-2017 10:28 AM

    This is not possible at all using just data partitioning.  A DP can only apply one set of default values at a time and there is no way to apply conditional logic to do so.  You would need to use another means to apply the default group value based on location, from using auto-assignment functionality (which does take location into account) to using custom coding functions.  It would also be important that you disable the given DP before trying these options as the DP may override any such functionality.

     

    Can you describe what you are trying to do?  Why do you need a different group specification based on location values?



  • 7.  Re: Multiple default values based on group/tenant

    Posted 12-11-2017 09:13 AM

    Quick tickets created through quick profile get the default group through the data partition. However, the group is being set irrespective of the location. The requirement is to set the groups based on the location of the user creation the ticket.



  • 8.  Re: Multiple default values based on group/tenant

    Broadcom Employee
    Posted 12-11-2017 09:39 AM

    As I said, you would need to use the auto-assign functionality, which can set group values based on location, but you'd also have to disable DP for the default group as the DP would override any choices made by auto-assign.

     

    The only other thought I would have about this is if there is a scenario in play where you are relying on DP's default group assignment to always work and is why you may not be able to disable DP.  Is there any such condition where this is happening?



  • 9.  Re: Multiple default values based on group/tenant

    Posted 12-11-2017 10:48 AM

    Can't recall any such condition at the moment. will have to do some tests to confirm.