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


Caroline
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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
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@Caroline

First thing I would check is these two app settings:

image.png

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).

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