There are handlers in the advanced settings in Windows Manager. These are used to automatically populate the Raise User attribute on the end user window with the name of the end user who is creating the record (Creation User). Web Access does not use window handlers but this functionality can be replaced by creating some new copy rules. This guide shows how to replace the functionality of these handlers:
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If a copy rule was used directly on to the Raise User field it to populate it with the Creation User of the record then this would apply to analysts as well. We need analysts to be able to manually pick who the Raise User is but want end user's to have the Raise User automatically populated with their name. In order to achieve this, we use the steps below create a new field that will then be shown on the end user window with the user completed when the window is first loaded. The original Raise User field will be populated automatically with the end user’s details when the record is saved.
Steps to follow
1) Create a new user field in Object Designer by dragging user to incident and select the no to the option dialog displayed. The new field can be named Self Service User.
2) Then add this field to the end user window in Windows Manager.
3) Then create a new copy rule in the Copy Rules Configuration. The Event needs to be changed to Initialise. In the target select the self-service raise user created above. Click select attributes on Sources. Then drag current user to the source attributes select ok and click ok again.
The purpose of Raise User is to record the name of the person who is experiencing the issue described in the Incident. This is the attribute that needs to be used for all reports and queries. It is also to be used on all window design except for the one particular scenario described below.
The purpose of the Self Service User is to be displayed only on the end user window in Self Service when an end user creates a new record ONLY. This is so that the attribute is pre-filled with the end user's name when the form is loaded. Therefore any filters (“my open incidents” for example) and other copy rules copying related information (“my usual location” for example) are filled in immediately when the end user window loads. Therefore any filters and related fields on the End User window ONLY need to be amended to look for the relationship with Self Service User rather than RaiseUser.
The Raise User field would populate only on saving the window so is not suitable for the population of this related information on the end user creation window but will be used from this point onwards on all other windows, queries, reports, etc..
So to be more specific, you would need to have at least three windows. Two for end users to use in Self Service plus another for analysts:
- The first which has the Self Service User attribute and which is set via View Rules to be shown when the Object State = New
- The second which has the usual Raise User attribute and which will be shown at ALL other times to the end user.
- The third which also uses the usual Raise User attribute and is a window for Analysts.
In this way, if an Analyst logs the incident themselves they will be selecting the Raise User and so when opening the incident later the End User will see their own name in the Raise User field.