Automatically assign another category in Service 8

Hi

We have several categories that should not be used to assign requests to. 

I.e.: Category LA should not be used to assign any requests to, it is only used to give a structure to the categories within this category. 

We notice however that requests are assigned to category LA. I would like to assign these requests to "Kundesenter lønn", in the moment category LA is chosen.

What would be the best way to do this?

 

Kind regards,

Jeroen

RE: Automatically assign another category in Service 8

Hi Jeroen,

It is possible to solve this in multiple ways, one way could be to use a Trigger macro.
1. Create new Trigger Macro on event - Saving request
2. Actions: Load request

3. New action: Change a request


This means that everytime you save a request it will check if ID of category equals to x, if this is true it would automatically move it to category specified.

Av: Michel Krohn-Dale 26. aug 2019

RE: Automatically assign another category in Service 8

Hi Michel and thanks for your reply!

Will this affect the response of SO? (does this make SO slower?) 

 

Regards,

Jeroen

Av: Jeroen van den Hoven 26. aug 2019

RE: Automatically assign another category in Service 8

Hi Jeroen,

all customizations will affect Service, but I don't think that such a small trigger macro like this will make it noticeably.

But it's a good question to ask whenever someone wants a trigger that happens quite often.

 

I've often created huge scripts that are triggered quite often without any noticable performance issues.

Av: Simen Mostuen Iversen 26. aug 2019