Checklist ID Determination in Service Request

Hi CRM Experts!

Our server is CRM 7.0 Ehp 2 with ITSM and ITSM_ALERTS business functions activated. The Checklist Step Partner determination rules for the checklists are already configured and working fine, when we manually select the Checklists.

I have to auto determine the Checklist for Service Request based on Order Category, (Multi-Level Categorization in the Request):

I have configured multiple checklists, and each one corresponds to one of the Categories.

I am facing this issue:

I invoke the rule policy for Checklist ID determination but the checklist is not filled or populated on the service request, whether I invoke using Dispatch button, or upon saving.

I made a new Service Manager Profile and assigned it the Service ID SRV_REQ_RULE_EXE

I also tried adding other services to this service Manager Profile, but no luck so far.

Please suggest what I should do either in the rule modeler or in the configuration to resolve it and auto-determine the checklist.

Thanks,

Saad