The process allows ServiceDesk admins to create incident templates for commonly submitted incidents and expose them out to the end users. End users now have the ability to select one of the templates with the pre-populated form and submit. The main benefits are:
- Less time on the end users part to submit a common incident
- The service desk techs are now getting the information they require and incidents that are correctly assigned to a category, priority, and impact
As always we welcome comments and questions.
Thanks!
WEVO Group
Can you also use the templates when creating incidents from a workflow? I am not sure if there is a component to submit an incident based on an incidenttemplate datatype
ReplyDeleteHi Costas,
ReplyDeleteIt would take a little bit of customization in a separate workflow, but you can use the templates when creating incidents from a workflow. Basically, quick incidents is just pulling data out of a database, and then using the incident process to create a new incident with those values. Again, it is doable with a little bit of customization on the client side. Currently, there is no webservice to just call and create.
Hi Justine
ReplyDeleteI was reaching the same conclusion, basically query the db for the relevant values and copy them to the corresponding properties of the incident object and then create your incident. I also looked at the SearchIncidentTemplates component, which gives you an incident sort of object so I don't have to connect to the db but the setting for the ExchangeConnectionString has defeated me.
Thanks for you help.