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Field | Description | Required? | SD Type | Service/Equipment |
|---|---|---|---|---|
Service Type | Service Catalog specification | Yes | All Types, Service Order, Service Request, Incident, Incident Request, Work Order | Service |
Equipment Catalog | Equipment Catalog specification | Yes | Service Order, Service Request, Incident, Incident Request | Equipment |
SD Action | What is being done to the Service on the Service Desk item | No | Service Order, Service Request | Service |
Equipment Action | What is being done to the Equipment on the Service Desk item | No | Service Order, Service Request, Incident, Incident Request | Equipment |
Incident Code | Description of the Incident | No | Incident, Incident Request | Equipment |
Topic of Problem/Inquiry | Inquiry topic that was selected or extracted from the email subject | Yes | Inquiry | N/A |
Admin Users can now access the SDC data entry forms tabs in order to apply defaults to the recently defined 'Service Type' or type of Equipment. The User can apply SLA, Workflow, and Charge defaults that accompany the defined 'Service Type' or type of Equipment in each tab
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Service: Setting the field to 'Service' will make it so the SDC will be used for either all Services , or for a specific Service Catalog when selected. In either case, the SDC will trigger the 'Choose a Service Desk Classification' dialog when creating an Action.
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