Define a User/Customer Data Expression

A User/Customer Data expression allows for efficient retrieval of certain user and customer data without setting up a relationship.

To define a User/Customer Data expression:

  1. Create an expression.
  2. In the Editor drop-down list, select User/Customer Data.
    The User Data Expression window opens.
  3. Define the Expression:
    1. 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) 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 option to create the expression using the currently logged in user or customer's record data. After you select this option, the User/Customer record ID drop-down list is disabled as it is no longer required.
    2. 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.

    3. 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).
  4. Select Save.