This action enables users to assign a specific interaction property to the ticket being created through the submit button.
For example;
Request Type = On-boarding Assistance
Since this property is assigned to the ticket upon submission, iService® users are able to search and report on all interactions with the Request Type set to 'On-Boarding Assistance.'
ID |
Name |
Description |
|---|---|---|
1 |
Property Name |
This is the name of the property that will be set upon submission. If the property is new and hasn’t been mapped yet, iService® will prompt you to map it in the 'Workflow Properties' tab. |
2 |
Property Value |
This is the value that will be set for the property specified above. |
The Property Value can either be hard-coded, as shown in the screenshot, or set dynamically using a variable tied to another property on the form.
Description:
Using a variable allows you to pass a value captured elsewhere on the form into the property being set by the Set Interaction Property action.
Example:
You can present a drop-down or choice field for the user to select an issue type (e.g., "Technical Support," "Sales"). The selected value can then be passed as a variable and used to populate the corresponding interaction property during submission.
Now, instead of using the hard-coded value "On-Boarding Assistance," we'll set the "Request Type" property dynamically based on the value selected in the "Related To" drop-down.
To use a variable in the "Set Interaction Property" action, enter the Property Name as usual. Then, in the Property Value field, use the following formula to reference the variable:
$form -id'prop:(workflow id):(name of the interaction property)'$
