Establishing Support Structure › Request/Incident/Problem Areas › Define Request/Incident/Problem Areas for Self-Service

Define Request/Incident/Problem Areas for Self-Service

The Self-Service Include option lets you define which request/incident/problem areas to include on tickets for self-service. You can also define different self-service symbols than those seen by the analyst. When the ticket is saved, the self-service symbol displays in the Request/Incident/Problem Area field. If the ticket displays in the analyst interface, the normal symbol for the area appears. The self-service user is not allowed to edit the symbol; it is read-only.

To define a request/incident/problem area for self-service

1. On the Administration tab, select Service Desk, Requests/Incidents/Problems, Areas.

   The Requests/Incidents/Problems Area List appears.

2. Select Edit In List.

   The top portion of the page displays the editable fields.

3. Open the desired incident/problem/request area for editing on the Symbol list (Hardware.pc.install, for example).
4. Complete the following fields:

   Self-Service Include

   Specifies whether this request/incident/problem area is shown in the self-service interface.

   Self-Service Symbol

   Specifies a unique identifier for this request/incident/problem area in the self-service interface.

   Active

   Specifies whether the request/incident/problem area is active or inactive.

   The request/incident/problem area is defined for self-service.

5. Click Save.

   The updated request/incident/problem area appears in the Request/Incident/Problem Area List when you redisplay the list.