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Request RE, Survey, and Calendar 1.5 Support Ending December 31, 2020
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Service Item Example with Person Lookup

This service item template includes a simple person lookup using the Last Name against the CTM: People form in Remedy.


This service item utilizes the "Set Fields External" event to create a list of matching users from the "Last Name" search field. This event is run on "Click" of the radio button questions "Request is for" and "Contact is". 

For more information on "Set Fields External" can be found at


Example 1:

Screen Shot 2013-07-12 at 1.28.21 PM.png


Using set fields external is an easy way to quickly set up a person lookup. However, if you are planning to clone the service item, it would be better to use a shared method such as bridges and javascript. Using bridges and javascript allows several service items to use the same code so that changes only have to be made once in one location.