ServiceDesk

By default, when a user connects to the Service Desk portal and submits a request,only "Urgency" and "Impact" may be selected.

A technician can select "Submit Incident (Advanced), and is able to select a category.

It seems that it would help in routing incidents if any user were able to select a category.

Using the routing rules, the incident could be placed into the proper queue without it being necessary for a technician to decide the category.

Is there any way to make the category selection available to all users?

You could amend the SD.IncidentManagementSimple.EndUserRequest and add the Hierarchy control (EnsembleMenuSelect Component) to the Form.

You would need to add in the mapping for this Classification, take a look at SD.IncidentManagementSimple.Classification and the 'Update Incident Data' Mapping Component, there is a Model to create the Classification there.

This is also in SD.Feeder.TechnicianIncidentForms within the 'Create Incident Process' Model and the 'Set Incident Details' Mapping component.

Thank You for the information. I will Mark as Solution. However, I am new to Service Desk, have only been through the installation and am now trying to determine how to configure for our environment.

I have not worked within Workflow yet, so any additional information or specifics will be helpful. Again, Thank You.

Hi and welcome to the WF/SD community then :)

You may find this thread useful as it has links to training material etc:

https://www-secure.symantec.com/connect/forums/query-symantec-workflow-0