Request Category stores differently depending on logged by analyst or logged via customer portal

[Caroline]

Request Category is part of the 'catalog' PGC, so the same form should be used regardless of who is logging the call. However, if the call is logged via the customer portal then it just stores 'Enhancement Request', i.e. the second level but if the call is logged by a support analyst via the live site, then it stores as 'Service Request: Enhancement Request', i.e. levels 1 and 2. Is there anyway to make this consistent?

This is causing an issue with our reporting (see excerpt below).

 

Requests->Category Name Service Request:Technical Request Enhancement Request General Question Service Request:Enhancement Request General Question Enhancement Request Service Request:Enhancement Request Enhancement Request

[Victor]

@Caroline

First thing I would check is these two app settings:

I suspect that in your instance the top one (guest.*) is ON while the second one (servicemanager.*) is OFF. Have them with the same value for consistency (as to what value - ON or OFF - depends on how you want to store the category).

[Caroline]

Thanks @Victor you are correct, they don't match. I will make the change and test if that fixes the problem.

 

Thank you