Category field is defaulting to 'Called Customer' rather than 'Memo' when creating a Journal Note from self service

Version 1

    Details

    Even though the Initialization business rule for Category on Journal.Notes is set to 'Memo', and there are no editing rules, the value is still being saved as 'Called Customer' when a self service user adds a Note to an Incident.


    Resolution

    This is configured in a business rule on Incident called 'Add Notes for Self Service Incident' - it's in the first section (Triggered Actions). If you edit the rule and examine the Insert Child Object action, you will see the 'Called Customer' value is inserted; you can change it here to 'Memo' if desired.