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Simple way to set category for self-service requests


dwalby
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Hi all,

Is there a simple way to automatically select a request category (profile) for requests logged via the service (end-user self-service) portal?

Currently I have incident BPMs for each service setup as 'Get IT Help' that follow all the same steps as my main incident management BPM, however they have a decision and auto-task to set the category based on the ProgCap answers the end-user has selected.
image.png.9ecd3233ed5841814420fdca7efcee2f.png

This makes it difficult to maintain any changes to the core process as I then have to make amendments to each individual service BPM also.

Hope this makes sense!

Thanks in advance

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