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Incident Feeder Form - Fields not clearing when changing primary contact

  • 1.  Incident Feeder Form - Fields not clearing when changing primary contact

    Posted Mar 31, 2014 06:14 PM

    We found that the selected item fields for Location, Department and Equipment are not cleared if the primary user is changed prior to submitting an incident.

    The Department and Location workflow was simple enough to clear but I am looking for a way to clear the Selected Equipment.

    So far I have found a number or variables relating to TicketCI's but cannot find the one that clears the selected equipment when changing the primary contact



  • 2.  RE: Incident Feeder Form - Fields not clearing when changing primary contact

    Broadcom Employee
    Posted Apr 01, 2014 03:49 AM

    Dan, could you be a bit more specific about where the Location/Department/Equipment is not cleared?

    If you mean the lower right section of the Advanced/Technician feeder, these are not supposed to be cleared due to this being user-entered data. The information in the left pane - User Information - should get replaced with data for primary user.

    If you are trying to clear information from there, the collection variable shown in the list is TicketCIs (contents of which are later mapped into Incident.CachedEquipment for Incident creation).