Define a User/Customer Data Expression
A User/Customer Data Expression is an Expression that allows for efficient retrieval of certain User and Customer data without setting up a relationship.
To define a User/Customer Data Expression:
- Create an Expression.
- In the
Editor drop-down list, select
User/Customer Data.
The User Data Expression window opens.
- Define the Expression:
- In the
Type of User
section, select a
User type:
- User: A User is a service desk professional who logs in and uses CSM to manage service desk data (example: A technician, manager, designer, system administrator, etc.) that has a UserInfo record.
- Customer: A Customer is an End-User, either an internal employee or an external individual, who relies on CSM to initiate/fulfill a Service or Product (example: A person reporting a lost password or requesting a new phone) that has a Customer - Internal record.
- Current User/Customer: Select this radio button to create the Expression using the currently logged in User or Customer's record data. Upon selecting this radio button, the User/Customer record ID drop-down list is disabled as the drop-down list is no longer required.
- In the
Attribute Name drop-down list, select the
Attribute that you want to display.
Attributes include:
- Department
- Email Address
- Full Name
- Manager ID
- Manager Name
- Phone Number
Below the Attribute list is a list of available fields for the UserInfo or Customer table. The two lists are separated by a line. If User is selected, the list of available fields is from the UserInfo table. If Customer is selected, the list of available fields is from the Customer table.
- In the
User Record ID
drop-down list, select the
Field that holds the Record ID for the User
or Customer (example: UserInfo.RecID or Customer.RecID).
This setting is only applicable for the User and Customer types. It is unavailable for the Current User/Customer type setting.
- In the
Type of User
section, select a
User type:
-
Select Save.