So... I have a situation where a customer wants to add additional fields to the Service Desk....
- And extension or alternative to the Close Code that provides more details of the work actually undertaken for resolution... Basically a 'Fix Type' field
- Information on assignment to a third party supplier - i.e. supplier assigned to, Suppliers ticket reference, and possibly other data like planned release for fix.
Now I know there is an article that goes through how to create the fields .... which is fine.
However I now want se to be available in the main worker screens
The question is how do I do this? I'm pretty sure the work incident workflow is read only and would require me to get permission to use an editable version, while I'm also pretty sure the view incident page is pretty difficult to change too.
I did think to try to run a rule on resolve that would fire up a workflow that would open up a form asking for the fix type, but it seems the rule runs after the incident is saved not during it - so I don't think this will work, unless I've got this wrong and someone can correct me...
Either way I'm a bit stumped and would welcome any thoughts and advice....
The puzzling thing is these are the two pages that are the ones that users will want customising before any other.... So I don't quite understand why they would be locked down.
Thanks in advance
Steve