ServiceDesk

The EnsembleMenuSelect component is used in the SD.Feeder.TechnicianIncidentForms project that ships with ServiceDesk. The component can reference any Hierarchy Tree, the attached sample projects reference 'Incident Management'. The Hierarchy configuration equates to the Classification that is select-able in the ServiceDesk form. It is common to use the Ticket Classification for the purpose of routing in the Automation Rules.

Let us consider the following scenario:

• ServiceDesk needs to route Tickets to the appropriate Service Queue based on the affected Software.
• There are 10 Service Queues.
• The Software catalog is large. (100+ entries)
• The User (Form submitter) does not know which Service Queue supports the Software.

With these requirements, you will be writing rules that match on the Software Title. (100+ rules)
In addition to the Rule-set complexity, the Classification pull-down list is cumbersome to use.

We can improve on the Form's ease-of-use and reduce our rule count down to 10. (Number of Service Queues)
This is accomplished by the following:

• When the mouse hovers over a Classification, a Tooltip of the children will be rendered. (https://en.wikipedia.org/wiki/Tooltip)
  With the Classification defined as the Service Queue name, the list of Software supported by that Queue will be rendered in the Tooltip.
• The Automation Rule is configured like this:
  
  
• The Classification UI looks like this:
  
  
• With the ability to preview the contents of the Classification, one can quickly find the Software Title.
  The User experience is improved and the Automation Rules become manageable again.
   

ServiceDesk 7.5 SP1 and 7.6 render HTML quite differently. Therefore, the attached sample projects behave differently too.
 

• 7.5 SP1

1. Retains Parent tool-tip values as one traverses down the branch.
2. Does not work with any version of IE due to the EnsembleMenuSelect Component reliance on Quirks Mode.

• 7.6

1. Loses Parent tool-tip once a Child has been clicked on. The Parent tool-tip will render 'Empty'.

• NOTE: If a Classification does not contain any Children, the tool-tip will render 'Empty'.