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 (example: Display a User's avatar next to a Journal record in an Incident's Arrangement).

To define a User/Customer Data Expression:

1. Create an Expression.
2. In the Editor drop-down, 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, 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 (example: Retrieve the avatar for the currently logged in User automatically instead of having to set the User record information manually). Upon selecting this radio button, the User/Customer record ID drop-down is disabled as the drop-down is no longer required.
   2. In the Attribute Name drop-down, select the Attribute that you want to display (example: Avatar). Attributes include:
      • Avatar
      • Department
      • E-Mail Address
      • Full Name
      • Manager ID
      • Manager Name
      • Phone Number
   3. In the User Record ID drop-down, select the Field that holds the Record ID for the User or Customer (example: UserInfo.RecID or Customer.RecID).
      Note: This setting is only applicable for the User and Customer types. It is unavailable for the Current User/Customer type setting.

4. Click OK.