CA Service Management

Expand all | Collapse all

Is there a way to auto-display the City and State attached to the "Affected End User"?

Jump to Best Answer
  • 1.  Is there a way to auto-display the City and State attached to the "Affected End User"?

    Posted 05-12-2017 03:16 PM

    Our helpdesk has requested that we find a way to display the city and state found on the Affected end user's contact record on the ticket when a user is selected.  I would like it to act similar to the way the "Affected End User" can be auto populated with the "Requested by" User information.



  • 2.  Re: Is there a way to auto-display the City and State attached to the "Affected End User"?

    Posted 05-12-2017 03:33 PM

    Hi Richard,

    This would require some custom spelcode as well as two additional custom fields to be added to the request object as an SREL to the ca_contact table for the state and city fields.

    The spelcode would be needed to trigger the system to pull the city and state values for the contact that is in the affected end user field in the ticket.

    Unfortunately this is something that is outside the scope of support as we cannot assist with custom spelcode.  There may be someone out here who has gotten this to work and is willing to share their info with you.

    Thanks,

    Jon I.



  • 3.  Re: Is there a way to auto-display the City and State attached to the "Affected End User"?
    Best Answer

    Posted 05-12-2017 03:52 PM

    Hi Rich,

     

    You can display this information on the Affected End User label.  Here's an example of how we display the Location on the Requested By field.

    <PDM_MACRO name=dtlLookupReadonly hdr="Reported By $args.log_agent.location.name User" attr=log_agent>

     

    Here's how it looks..

     

    Your affected end user field would look something like this.

    <PDM_MACRO name=dtlLookup hdr="Affected End User - $args.customer.location.city $args.customer.location.state" attr=customer evt="onBlur='calculateUrgency()'">