Environment:
LANDesk Service Desk - 7.4 and newer
Question:
Our End Users log their Incident on our Self Service Portal. Their Name is being automatically populated in our "Self Service User" attribute using a copy rule as according to this article: http://community.landesk.com/support/docs/DOC-22796.
I would also like to have the Customer attribute on the window for the End User to see and for this to be automatically populated when the End User logs the Incident in the same way as the Self Service User is being populated.
Answer:
You can do this by creating a copy rule to populate the Users's Current Group in to the Customer field upon initialising the window.
Step by Step:
In this example we're going to use Incident Management, but this can be adapted for other modules as well.
1. Make sure that you have the relevant Group selected on the Current Group drop down list on your End User Account. In this example we're going to use the Primary Group of the End User.
2. Go to Window Manager. Expand Incident Management and highlight the Incident Object. Click the "Business Object Copy Rule" action in the Actions Panel.
Expand Incident Management, right click on Incident and select "New".
Create the Copy rule as following:
Evet: Initialise
Target: Customer
Sources: $CurrentGroup$
Always execute rule = true
Do not overwrite = true
3. Click OK to save your new Copy Rule.
4. Open the relevant Incident window in Window Manager.
5. Highlight the Customer attribute and in the properties, set "Copy Related" to true. You can also choose to set the "Protection Level" to "Read Only" if you don't want your End Users to be able to change the value in this field.
Now when your End User logs in to Self Service and launches a new Incident, both User and Customer will be populated from the beginning.
If you are not currently populating your End User's Name and you would like to do so, then please see this article: