How to add or remove Types in a ServiceDesk ticket

Article:HOWTO25960  |  Created: 2010-04-01  |  Updated: 2010-04-01  |  Article URL
Article Type
How To

You want to add or remove "Type" valus from the Types dropdown field in a ServiceDesk ticket.


Please Note: 

  1. Adding or removing a new Type value is considered to be a customization. This process requires that you use Workflow Designer to modify the out of box software in such a way that it is then different than the default software. Please refer to the following article on what Symantec Technical Support provides for customizations:

    Symantec Global Enterprise Support Services Support Policy for Symantec Workflow Solution / Symantec ServiceDesk

  2. Symantec recommends that any customizations are implemented onto a test server before bringing these to a production server. This will help to mitigate any possible issues that may occur due to incorrectly implemented customizations.

How to Add or Remove a Type Value

  1. In Workflow Designer on the ServiceDesk server, go to File > Open Projects.
  2. Select and open the SD.Feeder.Technician.IncidentForms project.
  3. Open the the Primary model from the Project window.
  4. Open the Create Incident component.
  5. Open the Type dropdown field.
  6. Edit the Items list.
  7. Add or remove values from the Constant Values table. Click on the OK button when finished.
  8. Click on the OK button.
  9. Click on the OK button.
  10. Save and republish the project.
  11. Restart IIS.
  12. Restart Server Extensions.

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