Workflow and ServiceDesk Community

Dear All,

We have a problem in ServiceDesk 7.5 SP1 where our Helpdesk users are setting the category of the Incidents to weird settings and we never know whether the Incident is an Incident or a Service Request. However, we need out higher-level users to be able to reclassify the Incidents with better values.

We need to restrict the Helpdesk users to only setting the Incident Category to either Incident or a Service Request.

Does anyone know if this is possible, please?

Thanks in advance. I like to mark genuine answers.

QuietLeni

I think you could do something similar to what I said in your other question (https://www-secure.symantec.com/connect/forums/how-do-i-restrict-user-only-assigning-tickets-certain-queues) for this one as well. By using a workflow, you could evaluate the category and kick it back to the Helpdesk if it wasn't acceptible. Or hack the IM project to limit the category listings based on logged in user.

Another idea here, which might be elegant if you can implement it properly, would to be creating a second category. You can then modify your Forms Workflow, and inside the form where the user selects the category, add a second component to select the category, and overlap the two components (so they both take up the same space on the form). At this point, you could use a conditionally use model on each component, checking the logged in user's group to determine which category the user can select from.

After figuring the above out, you would need to make sure you format and/or copy the data the second component outputs to the same variable the original component outputs, so it is correctly saved to the incident.

Let me know if you need some clarification on this, as it could be confusing if you haven't done something like this before.

Is this the way to go if you want users NOT to be able to reclassify a ticket? Or is there a more simple way to do this?

Thanks

Kind Regards

Koen