Custom Area in Views

Matthew_Dowst

Is it possible to update the field that the out-of-box (My Requests, Team Requests, My Work, etc) views use for Service Request Areas? I often have client who prefer to use a custom Area extension, because you cannot remove the default Areas in Service Manager. However, when doing this the Category column will always show as blank in these views.  

Nicholas_Velich

@Matthew_Dowst as far as the out of box Area list's "undeletable values" are concerned, we have some flexibility Cireson Portal side. Within the enumeration table in the ServiceManagement database, there is an "IsEnabled" column. 1 = yes (enabled) and 0 = no (not enabled). You can flip all of the out of box Area values from a 1 to a 0 and essentially have a clean list. Portal side is cleaner when done this way, and it appears to the users as if those out of box values don't exist. I would recommend using a similar approach over a custom area list. 

I also use this approach for "retiring" old list values so that historical data is preserved.

Note: this is really only an effective approach in a Portal-only implementation. 

Nicholas_Velich

I also use this same approach in some other places, such as "Incident Resolution Categoy". Something like "Auto Resolved by Problem" or "Resolved by Parent Incident" or similar type values are useful to have for workflows or scorch automation, but I like to prevent analysts from selecting them manually. 

Joe_Burrows

Hi Matthew

Currently it is not possible to customize the out of box views. We do have some feature requests already open around grid customization as below if you want to check them out:

https://community.cireson.com/discussion/191/promote-custom-views-using-tokens-to-analyst-portal#latest

https://community.cireson.com/discussion/comment/1501#Comment_1501

Cheers
Joe

Nicholas_Velich

@Matthew_Dowst as far as the out of box Area list's "undeletable values" are concerned, we have some flexibility Cireson Portal side. Within the enumeration table in the ServiceManagement database, there is an "IsEnabled" column. 1 = yes (enabled) and 0 = no (not enabled). You can flip all of the out of box Area values from a 1 to a 0 and essentially have a clean list. Portal side is cleaner when done this way, and it appears to the users as if those out of box values don't exist. I would recommend using a similar approach over a custom area list. 

I also use this approach for "retiring" old list values so that historical data is preserved.

Note: this is really only an effective approach in a Portal-only implementation. 

Nicholas_Velich

I also use this same approach in some other places, such as "Incident Resolution Categoy". Something like "Auto Resolved by Problem" or "Resolved by Parent Incident" or similar type values are useful to have for workflows or scorch automation, but I like to prevent analysts from selecting them manually. 

Matthew_Dowst

I was not aware of the IsEnabled column in the Cireson database. I will definitely be using that. Typically What I end up doing is overriding the display name of the out-of-box Areas, but my current client did not have enough Areas for me to override them all. I think a combination of overrides and the IsEnabled will work perfectly for them. Thanks!

A_J__Meza

New to Cireson here...just now implementing for my organization, but I came across this post as I had the exact same problem. Ended up coming up with an incredibly simple solution that should work for anyone who already has SCORCH running and integrated with SCSM.

Just add all your custom SR Area values to the out-of-the-box SR Area list (don't worry about overriding the default values, since i'm sure you've already hidden that list everywhere else in SCSM and the portal). Then create a SCORCH monitor runbook to copy the custom SR Area value to the OOTB Area value anytime a SR is created or updated. It's literally two runbook objects. And if you want to get all your existing requests updated, just make a similar runbook with Get Object instead of Monitor Object and filter for SRs, and make sure you filter out anything that is already closed...run that once and delete it.