Customer Request Type not working in Field Flag Conditions

[samwoo]

Hello,

I have a PCF which contains the Customer Request Type node so I can determine whether the request being raised is an SR or an IN. 

Where it's highlighted green, it should display if the following is true:

If I take out the Customer Request Type filter, this works, but if I include it and try to filter on the Customer Request Type - it doesn't.

 

I am trying to display a field based on whether the Customer Request Type is an SR but nothing I do is working:

I have tried all the different Customer Request Type outputs using the following values:
== SR
== ServiceRequest
== status.ServiceRequest
contains SR
contains Request

It's still not display that last question (highlighted green) in the Service Portal.

Please advise.

Thanks,

Samuel

[Miro]

hi @samwoo,

This looks like variable is not being set or contain wrong value. Where does it happen - in emplyee portal or raising request from service manager?

Thank you,
Miro

[samwoo]

Hi @Miro,

Thanks for getting in touch.  This is happening on the Self Service Portal.  We haven't looked into the Employee Portal yet so cannot comment on this. 

Thanks,

Samuel

[Miro]

@samwoo could you try to see if you can get working condition just with request type?  I did quick test myself and can see that request type is properly set and field condition is working - but I'm checking request type only.

[samwoo]

Hi @Miro,

Yes I forgot to say that I tried it with just the request type, and it works fine.  I only need that field to display if a specific application is chosen.  It also works if i leave the Application = 422 and remove the request type check as well (but the field isn't suitable for an Incident request, only a Service Request).

It appears that it doesn't like it with those combination of filters.

Thanks,

Samuel

[Steve Giller]

@samwoo Could you DM an API key to me so we can set @Miro up to have a look behind the scenes, please?