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Customize the Incidents to Show Business services in the portal

Rico_FelicianoRico_Feliciano Member IT Monkey ✭


Hello,

I am looking to revise the incident template to show Business Services instead of Configuration items when opening a new incident and for it to show Business Services only.

There are so many objects to choose from and would like it to only show the "Business Services" in the dropdown. Any assistance is much appreciated.

Best Answer

  • Simon_ZeinhoferSimon_Zeinhofer Customer Advanced IT Monkey ✭✭✭
    Answer ✓

    Wouldn't it be easier to add the relationship "System.WorkItemImpactsService" to the incident form and filter the selection on business services?

    in the Incident custom form:


    {
      name: "Affected Services",
      type: "multipleObjectPicker",
      PropertyName: "ImpactedService",
      ClassId: "b2a806a6-87f6-0bc9-da74-c27e9ab5a5d7",
      PropertyToDisplay: { DisplayName: "DisplayName", FullClassName: "Type", "ObjectStatus.Name": "ObjectStatus", LastModified: "LastModified" },
      SelectableRow: true,
    },
    


    And then in the Incident form it looks like that:


    We did it that way and it is only possible to select business services. And as this relationship is not used for other stuff, it is much easier to get Incidents, which have a service related to them.

Answers

  • Rico_FelicianoRico_Feliciano Member IT Monkey ✭

    Are there any KB's or videos anyone can recommend to achieve this?

  • Rico_FelicianoRico_Feliciano Member IT Monkey ✭

    Bump.

  • Adam_DzyackyAdam_Dzyacky Product Owner Contributor Monkey ✭✭✭✭✭

    Hey there Rico, I believe you're looking for the ConfigItemClass setting seen here in the KB: https://kb.cireson.com/article/how-to-define-the-configitemclasses-setting/1258

  • Jeff_LangJeff_Lang Customer Ninja IT Monkey ✭✭✭✭

    @Rico_Feliciano @Adam_Dzyacky

    We found that even when setting up the classes as per the article Adam linked, it still also showed any items that had been saved in the portal as it automatically cached them as well.


    To get around this we replace the data source on that particular field with some custom javascript, the attached is the code we use, and only the classes set in the allowedAffectedConfigItemTypes array will show, it still allows you to click the search and get the full list of item classes in the popup window though for adding other classes if required.


  • Simon_ZeinhoferSimon_Zeinhofer Customer Advanced IT Monkey ✭✭✭
    Answer ✓

    Wouldn't it be easier to add the relationship "System.WorkItemImpactsService" to the incident form and filter the selection on business services?

    in the Incident custom form:


    {
      name: "Affected Services",
      type: "multipleObjectPicker",
      PropertyName: "ImpactedService",
      ClassId: "b2a806a6-87f6-0bc9-da74-c27e9ab5a5d7",
      PropertyToDisplay: { DisplayName: "DisplayName", FullClassName: "Type", "ObjectStatus.Name": "ObjectStatus", LastModified: "LastModified" },
      SelectableRow: true,
    },
    


    And then in the Incident form it looks like that:


    We did it that way and it is only possible to select business services. And as this relationship is not used for other stuff, it is much easier to get Incidents, which have a service related to them.

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