ServiceDesk

In servicedesk and in order to create a new incident there are a number of mouse clicks required to reach to the create incident link.

In this example I’m going to create a new category under service catalog, create a new web form for my incident links, and then added into the “My Task List” page as webpart. This will put all the links related to create incident on the default servicedesk page.

First of all you will need to record all the settings related to the simple and advance incident we will create in this example, to do that go to Admin --> Service Catalog Settings --> Information Technology  --> Edit “New Incident” and record all the settings down on a paper or go GREEN and save it into a notepad

Now, let’s start simplifying the end-user servicedesk navigation life.

• Create a new category under Service Catalog Settings, and don’t forget to add the permissions

• Click on the new Category, and from the right hand side click on the orange arrow and choose “Add Web Form”

• Fill the form with the data we copied earlier, and again don’t forget the permission section

Here is my end results

• Now, go to “My Task List” page
• From the Top right hand, click “Site Actions” --> Modify Page
• Again, click on “Site Actions” --> Add Web Part
• From the new Catalog Zone window, choose Service Catalog, Service Catalog List Web Part, Left Zone, click Add and then click on Close

Now the new webpart has been added

The next step is to link our webpart with our service catalog category we created earlier

• From the Top right hand, click “Site Actions” --> Edit Page
• Click on the orange arrow of the new webpart and choose Edit
• Choose the new category from the list, give it a title, leave the other default settings, and click on OK

Congratulation, you have a useful page, where everything you may may need is available in single click and under single page.

Finally, remember that based on the permissions you added, different users/groups will be able to see what you granted for them, in my example when i added Advanced Incident, i added permission to my all support groups, while the simple incident for users only.