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How do I get the service item category from an item in a service request?

I have a dependent field with categories/sub/items filled out in the ticket. “Requester Category”

I have a custom object with all those categories/subs/items in a field. “Requester Category Lookup”

I want to be able to fill in the dependent field on the ticket “Requester Category” field with the cat/sub/item of the service item.

Am I missing something, I am trying to do this in a workflow but the reader does not return any values.

The ticket fields.requester category seems to be empty.

 

 

You can do Service Item mapping directly with the triplet of the categorization
Custom Object with two columns. 1 Service Item and the other category.
Ex: Service Item is Office 365 -->Software category, Microsoft, Office.

If you want only Service Category you can create in the custom object the text field Service Category and then use it in the reader equal to placeholder {{item.category_name}} to get back other values

Please let me know

Cheers

Luca

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