h_customer - field not setting the customer

[Salma Sarwar]

Hi

 

I am trying to set the customer from a field in a custom form where I have set the id of the field to h_customer.  This does not however, set the customer on the ticket.  Can anyone please help.

 

Kind Regards,

 

Salma

[Steve Giller]

I'm afraid that h_customer is not on the list of fields that can be mapped.

See the wiki page for further details.

[Martyn Houghton]

@Salma Sarwar

You could use a custom field to temporally store the customer(user) details from the Intelligent Capture form and then the BPM is spawned us the  Request > Update Request > Customer node to change the customer on the request using the custom field as the source variable.

Cheers

Martyn

[Salma Sarwar]

@Martyn Houghton thanks for your work around.  Do you have an example of the customer update node?  I was thinking along the lines of the following node

 

 

Kind Regards,

[Martyn Houghton]

@Salma Sarwar

In our implementation we are updating the contact rather than co-worker as we are external focused service desk.

 

Looking at the node inputs depending on what value you are getting from the Intelligent Capture you may need to use the earlier 'Co-worker' option if it contains the user name rather the userid. 

I would be tempted to add a diagnostic update timeline entry node after the above node to insert the outcome string to help determine if the node is working as expected.

Cheers

Martyn

 

[Salma Sarwar]

@Martyn Houghton I will give this a bash and let you know how I get on. Thank you.