Incident & Major Incident Templates - Separate

Hello Cara, 
As a Product Manager for Major Incident Management, I would love to understand your Major Incident process and see if I can help you with the above issue. 
Would it be possible for you to schedule some time with me using this link - https://scheduler.zoom.us/aditya-raju-lamghare/all-things-itom

Thanks,
Aditya Lamghare - Senior PM, Freshservice
 

I Agree, this is a simple change that would be a improvement within the template schema 

Hi Cara,

The best way to counter field limit exhaustion is to consider workspaces in Freshservice, especially if you are using it in the servicedesk mode. The workspace architecture allows you to create fields specific to each workspace and teams that reside within them and allowing you to take benefit of the field limits per workspace. 

Considering you are at the limit of exhausting your field limits, I would assume that your business rule configurations are quite high as well, workspace is also a configuration free governance that can replace business rules.

Let us know if you are interested to know more and explore the workspace architecture in Freshservice.

​@raja.pavankumar & ​@adityalamghare - we already have workspaces and for this instance creating a new one for these is not viable. They are all for our IT environment and would not make sense to have them in a different workspace.

Our clients use A LOT of applications and each have specific information they require to capture for incidents. When creating the incident template, if you have a lot of different incident types it makes it more difficult to configure and just gets larger instead of simplifying it by being able to have different templates for each incident type. 

I am under the belief that Major Incident should also be its own module and have its own template - rather than configured on the incident template - especially if there is a field count limit. 

Freshservice in MSP mode might be the solution for you. It comes with increased limits and updated architecture that makes it easier to manage multiple clients.

​@Kamakshi V , could you loop in someone from FS for MSP team?

Hey ​@adityalamghare 

Looping ​@Vishal Nema ​@dhirendra ​@mohith 

Hi Cara, It seems that conversations are conflicting here. Based on your reply, I presume you are using Freshservice in the MSP mode supporting multiple clients, so Workspace as a capability will not be available to you. It is only available in the servicedesk mode of Freshservice.

In such cases, we will have to review your Freshservice tenant. I would recommend reaching out to your CSM to perform a health check and this will help us optimize the fields to an extent. With the availabiluty of data sources as fields, dropdowns, dependent fields and dynamic sections in your ticket forms can be replaced.

Kind regards,

Raja

Customer Success Engineer

Freshworks.

The problem is not workspace specific. We want to be able to separate the Incidents and Major Incident forms into separate forms, much like we have for Service Requests so they are different items and can be searched on.

This will also solve the issue with how many fields and too many business rules to hide specific fields for certain Incident Types and workflows. Makes System Administration just that little bit easier and less messy.