[DidYouKnow-45]How to Auto Populate User Defined Fields(UDF) on a Ticket

One of our Community users has requested the following function in ServiceDesk Plus. When a user submits a ticket. The User Defined Fields (UDF - store users AD attributes), should get auto-populated on request additional fields based on the user who submits the ticket. Through a simple script, you can auto-populate UFD fields on a ticket. Here is the script.

$CS.setValue("WorkOrder_Fields_UDF_CHAR1",$CS.getValue("REQUESTER.user_udf_fields.udf_sline_601"));

Prerequisites:

Create an Incident/Service additional field and add it to the request template on which the UDF value will get populated.

Make note of the Column name of the particular request template additional field (Admin tab >> Incident/Service Catalog additional fields).

Steps to import AD attributes to UDF fields:

User additional field (Admin tab >> User additional fields)

Map AD field to the particular UDF (Admin tab >> Import users from AD ), upon AD import along with the user account, the AD field will be imported to requesters additional field.

Make note of the API field name of the particular user additional field (Admin tab >> User additional fields)

Modify the following script and replace the highlight lines in orange with the Column name of additional fields and API field name of the user additional field.

$CS.setValue("WorkOrder_Fields_UDF_CHAR1",$CS.getValue("REQUESTER.user_udf_fields.udf_sline_601"));

Solution:

Create a Field and Form rule with On form submit.

Once the user submits the ticket, the particular additional field will get populated with UDF value.

Note: This script by default will work for technicians, in order to enable this function for users, as an admin you need to enable the following permissions in (Admin tab >> Self-service portal settings)