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Create New Incident (complaint, incident, request for admin, request for info)

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Hello experts,

SM version: 9.40

Is it possible to remove the selection when you open a new incident: when you click on "Create New Incident" there is a possibility to select complaint, incident, request for administration and request for information...

How can be achievent a direct opening of an Incident without going through that option?

Thank you in advance.

BR,
FG

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Re: Create New Incident (complaint, incident, request for admin, request for info)

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I am not sure about translating.

But you can create new ones and hide the old ones and also, if you ever only want to use incident and hide all the other categories except incident, then I think when users click on Create New Interaction, it will skip that initial screen and take then straight to the interaction screen, with category = incident.  I am fairly certain that will work (we wanted all of the categories and that's the part you don't really want to mess with).

Go to Service Desk > Configuration > Interaction Categories and search.  set to active or not active.  Only the active ones will show.  iYou can't rename them but you could hide the ones there and create new ones with the names you want.

 

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Re: Create New Incident (complaint, incident, request for admin, request for info)

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Is that the HPSM PD version you are taking about?

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Re: Create New Incident (complaint, incident, request for admin, request for info)

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Hello @Sanzz,

If you mean Process Designer, then yes.

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Re: Create New Incident (complaint, incident, request for admin, request for info)

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Guys, any clues ?

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Re: Create New Incident (complaint, incident, request for admin, request for info)

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I asked a similar question and the response I got was it's not a good idea if it can be done at all.

I went back to the people on my side asking for this and told them no.

http://community.hpe.com/t5/Service-Manager-Service-Center/Interaction-Category-Selection/m-p/6884925#M133495

 

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Re: Create New Incident (complaint, incident, request for admin, request for info)

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@fcbcd, thank you for the input. I will probably do the same and tell them that its not a good idea.

Btw, do you know where i can at least translate those four options ?

BR,
FG

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Re: Create New Incident (complaint, incident, request for admin, request for info)

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I am not sure about translating.

But you can create new ones and hide the old ones and also, if you ever only want to use incident and hide all the other categories except incident, then I think when users click on Create New Interaction, it will skip that initial screen and take then straight to the interaction screen, with category = incident.  I am fairly certain that will work (we wanted all of the categories and that's the part you don't really want to mess with).

Go to Service Desk > Configuration > Interaction Categories and search.  set to active or not active.  Only the active ones will show.  iYou can't rename them but you could hide the ones there and create new ones with the names you want.

 

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Re: Create New Incident (complaint, incident, request for admin, request for info)

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Thank you @fcbcd. It worked as you said! The path for the incidents is in IM module though.
Solution accepted.
Live long and prosper _\\//

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