SCSM Advice

CaterhamITSupport

CaterhamITSupport Member Advanced IT Monkey ✭✭✭

January 2023 in General Discussion

Dear All,

I am looking to build a new form in Cireson / SCSM for new starter requests. I have built a lot of customisation around incidents and noticed on the classification there is a request type. Is it ok to build the form around a incident type or should I build it around service request type? I understand the difference in terms of ITIL. I also need to understand what the Service Request type or incident type has over each other in terms of benefits?

Kind Regards

Daniel

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Answers

Matt_Howard1 Customer Adept IT Monkey ✭✭

January 2023

You can build Request Offerings with an Incident template. We have a request offering for a "quick close" type of ticket. User calls in, problem is fixed on same call. No activities needed, etc.
The biggest differences are workflows and activities don't behave the same as a Service Request. With a Service Request, you can build the exact workflow for how the activities need to flow. Activities on an incident don't trigger any workflows (like Status). You would need custom workflows or runbooks to effect that same type of result.

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