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Customizing incident report page

Created: 09 Sep 2013 • Updated: 17 Sep 2013 | 3 comments
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Hi,

Is there any way to customize the incident report page (servicedesk 7.5)? I'd like to add some fields and remove some. Also, I've added a new folder under the service catalog for technical incidents (electrical and mecanical problems). I would like this folder to also contain a submit incident page (slightly different from the IT Services) and seperate these tickets from the IT tickets automatically. 

 

Thanks

 

Operating Systems:

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Justin Dybedahl's picture

Which incident report page are you referring to?  Are you referring to the incident process view page which is displayed when viewing an incident?

To answer your second question, you will have to open the SD.Feeder.TechnicianIncidentForms workflow project and modify the form within.  If you're fine with keeping the IM-XXXX scheme and differentiating the tickets via classification or some other method, this could be done via a Process Automation Rule using the OnIncidentReceived ruleset.

EngCliniquesDeLEurope's picture

I'm referring to /SD.IncidentManagementSimple.EndUserRequest.

Justin Dybedahl's picture

You can modify the report all you want.  If you're looking to add some fields from the advanced form, you should be able to mimic what the Technician workflow does.  If you're looking to add other fields, you may have to into adding a custom integration library to hold all of the information.

You might want to look at the customization section of the user guide.  http://www.symantec.com/docs/DOC6514

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