CA Service Management

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  • 1.  Add Request field to Incident Detail Form

    Posted Jun 23, 2022 08:38 AM
    I currently have a group asking me if the following is possible and my research has not found anything specifying that you can or cannot.


    Can we add the "Request" field to an Incident ticket detail form ... similar to how the "Problem" field is so we can keep track of the relationship between an Incident ticket and requests that come from it?

    This would be helpful in the following scenario:

    • Incident ticket is logged for the following - User is unable to schedule meetings, gets a message that WebEx site is unavailable
      • the solution is the user's software needs to be updated once a new license is approved and ordered
    • Request ticket is logged for the following - approval to purchase a license (Webex and office 365) for the user
    • Request ticket is logged for the following - upgrade user's software (Webex and office 365) with the new license key


    thank you
    TheKatherine


  • 2.  RE: Add Request field to Incident Detail Form

    Posted 15 days ago
    Just wondering if anyone knows if this is possible before I try adding the field to the form and testing it?


    thanks
    TheKatherine