Look-up fields

Service Request Catalog displays certain information, such as contact information, based on the corresponding QBE lists in Service Manager.

All Service Request Catalog users must have complete contact information specified in their Service Manager operator and contact records for the contact look-up to search successfully for a match. The contact record and the operator record must contain the first name, last name, and company information for the user. Service Manager generates a formatted contact ID that may also be used in the contact look-up.

Example: The Service Manager user Jennifer Falcon has this information in her company and operator records:

• Last name = Falcon
• First name = Jennifer
• Company = Micro Focus

Her Service Manager generated contact ID is FALCON, JENNIFER.

If you are using the Contact look-up in Service Manager, you can find her by typing one of the following:

• Her first name only
• Her last name only
• Both first and last name
• Her contact ID (in upper case)

Add additional contact information

You can add additional contact information by modifying the following property in the applicationContext.properties file:

src.sm.additionalContactInfo=N,F,L,E

The N, F, L, and E represent the following:

N -: FullName
F -: FirstName
L -: LastName
E -: E-mail address

If you do not wish to use any additional info, you can comment out this line by using the preceding pound (#) character.