Use case 1: Add a new My Location label to the Additional Information section

In an out-of-box deployment, when you create a support request in Service Request Catalog, only one Urgency label is available in the Additional Information section in the support Checkout panel.

If your location is required for the request, you can add a new My Location label to this Additional Information section. In this new label, your location is defined as a variable and the value is automatically filled according to your location information.

To complete any of the Service Manager tailoring tasks, start with these basic steps.

1. Start a Service Manager Windows client session. Make sure the Service Manager Windows client connects to a Service Manager 9.51 server. The client can be an earlier version, but the server must be a 9.51 server.
2. Expand the left Navigation pane.
3. Click Tailoring > SRC Tailoring > Checkout Panel. Service Manager displays an SRC Configuration wizard. The first page of the wizard lists existing configurations. There can be a maximum of three configurations that add new sections with custom fields to the Support catalog, Services catalog, or Support checkout panel.

To add a new My Location label that applies the variable as the default value, follow these steps:

4. On the Service Request Catalog Configuration Wizard home page, click Support Checkout.
5. Select the label ID for the Additional Information section.
6. Click Add New Custom Field to add a new custom field for the location of the operator.
7. Select Add a Label and then type My Location as the label name.
8. In the Field Name drop-down list, select Contact Location.
9. In the Modifiability drop-down list, set the field permission to Create and Update. Create and Update changes the field when an operator submits a new request and updates a request if the request is resubmitted.
10. In the Display Type drop-down list, select the Text option, and then click Next.
11. In the Lookup Table field, select Location as the lookup table.
12. In the Lookup Field Name field, select Location as the lookup field name.
13. Select the Default Value option to specify a default value.

14. Select the Is Expression option.

15. In the input box, type the following expression as the default value:

    jscall("LocationDefault.getLocation”,name in $lo.operator)

    Note Make sure that the results of the expressions that you specify for the lookup table and lookup field name match a record in the lookup field. Otherwise, the default value is not set correctly.

16. Click Next to add the the My Location label as a new field, and then click Finish.

After the tailoring takes effect in Service Request Catalog, the new My Location label is added to the Additional Information section in Support Checkout panel when you create a support request. The value of the My Location field is automatically filled according to your location information.