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Topics started by pkudla

1 Topic

P
Apprentice
pkudlaApprentice
asked in Assets

Add Form Fields to Service Item Templates

We would like to be able to add Form Fields to Service Items. Service Requests are tickets too!Being able to prioritize service requests, or organize service requests if a very manual process since the Form Fields are not available on Service Requests. Service Requests need to be able to be weighted against some Incident Requests, such as access requests or Emergency Off-boarding/Terminations for example.Currently, agents CANNOT modify these Form Fields, even trough the Business Rule on Forms. Even this would still be a very bulky undertaking having to write these rules for EACH Service Item.Ideally, as any other ticket, we would like the ability to set all form fields (Group, Urgency, Impact, Priority, etc., essentially whats in the Properties window on the right hand panel) on the Service Item and be able to pre-set this information once, not through a manual ticket template that only agents have access to. See the other, related feature request Option for Requester Access to Inciden

1
P
Apprentice
1 year ago

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