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add new field in Request Support form in SMA-SM 2020.08

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Hi Team,

 

we are using Service portal for Service Manaer, we want to add new field while user submitting the reqeust (Catalog)

I want to add affected service field with device table link but I am unable to acheive this from user option, even custumize Service portal from service manager option is valid only after submitting the request.

like SMAX, is there is a global form on which we can add/remove fields on new request.

I was unable to find the form name which matched the submit request.

 

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Commodore Commodore
Commodore

Hi Madddy,

Please check if this link helps.

https://docs.microfocus.com/itom/Service_Manager:9.64/SRCUserCase1Variable

Regards,

Matilda

Regards,
Matilda

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2 Replies
Commodore Commodore
Commodore

Hi Madddy,

Please check if this link helps.

https://docs.microfocus.com/itom/Service_Manager:9.64/SRCUserCase1Variable

Regards,

Matilda

Regards,
Matilda

View solution in original post

Captain Captain
Captain

@Madddy,

Do you want to make the service available for the user to select? Isn't adding the service in the catalog item enough?

There is a way to update the fields shown on the Portal forms but you will have to change some files for that. Take a look at the restfull services used by the Portal.

Some of these services start with "gw" like this "gwInteraction", the service has the custom action "SM GateWay Service Catalog - Dispatcher" that uses a JacaScript to handle the so-called Restfull of the portal. Basically all calls go through this script "GatewayAPI_Dispatcher.doAction" to decide what to do.

Some of the scripts define which fields will be shown so even if you add the field to the forms within the Service Manager the fields will not appear in the Portal until they are added to the script.

You will find in the script some parts that define which fields appear in the form as shown below:

var fields = ['severity', 'open.time', 'opened.by'
, 'description'
, 'opened.by.uid','affected.item', 'open', 'callback.type'
, 'category', 'priority.code', 'subcategory', 'product.type', 'resolution.code', 'callback.contact'
, 'needed.by.time', 'approval.status', 'cartId'
, 'title'
, 'bRequestOnBehalf','contact.fullname','callback.contact.fullname'
, 'owner.name', 'callback.type','svc.cost',
'contact.name','logical.name','other','source.service','resolution','category'
];

Now if you want to add a field in the user options, just follow what was posted by @Matilda 

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