Clarity Service Management

Expand all | Collapse all

Submit incident in USS with "Report an Issue"

  • 1.  Submit incident in USS with "Report an Issue"

    Posted 05-18-2016 09:41 AM

    Hello,

    Currently in USS, when we "Report an Issue" it creates a request in service catalog.  How can we configure it to create an incident instead of a service catalog request?

     

    Thank You

     



  • 2.  Re: Submit incident in USS with "Report an Issue"

    Posted 05-18-2016 03:53 PM

    Micah,


    If you have USS's  Catalog  DSN  enabled,  then it doesn't matter if you have SDM data source enabled or not,    USS will always end up getting Report an Issue into Catalog.  That's the only permitted way for the default Report an issue offering today.

     

    _R



  • 3.  Re: Submit incident in USS with "Report an Issue"

    Posted 05-19-2016 01:53 AM

    Note that SC will then create a ticket in SDM with this OOB service.

    May you want  you can also replace it with  your own ""report an issue" service in catalog to create your incident  into SDM.

    Look strange and tricky but in fact give you more flexibility at the end like for example calling a PAM process collecting some extra  info or automating some resolution.

     

    /J



  • 4.  Re: Submit incident in USS with "Report an Issue"

    Posted 05-19-2016 03:28 PM

    thank you for the info.  We don't get the ticket in SDM with the OOB service.  Is there something we need to turn on?

    Thanks



  • 5.  Re: Submit incident in USS with "Report an Issue"

    Posted 05-20-2016 07:00 AM

    I think this is part of the default content package.

    Did you load it?

    /J