In Service Desk 7.6.1+ this can be done via the “View Management”.
In Pre 7.6.1 Systems Problem 5269 made it necessary to establish this via a workaround. Please read the attached PDF “DOC-23924” about the workaround if you wish to set this up on a Pre 7.6.1 Service Desk system.
Screenshots shown in this Article are taken from Service Desk version 7.7.2
2 Review Date
31/07/2014 Initial Release
3 How to
- To show different Windows depending on User/Group/Role or even if logged-in via Console or Web Desk, you need to setup “View Rules” in the Window Manager.
- In the “View Selection Rule” you can specify for which User/Group/Role which View should apply.
- In the View you specify for which Business Object you wish to specify the Rule for.
- Within the Rules for the Business Object you can specify which Window should be shown in either Console or WebDesk. These Rules can be specified on Process, Action or State (or any combination out of these).
- At last we define which Console Window (Form) or which WebDesk Window (Grid Form) should be shown.
4 Step by Step
For a Step by Step example we will show how to show a simpler version of the Incident Window than we would show to an analyst.
We will use the out-of-the-box (OOTB) Window “Simple Incident SelfService” for our EndUsers and the default Incident Window for our analysts.
4.1 Making the Window available in WebDesk
Before we can start setting up the view rules we should make sure that our Windows have been published to WebDesk. Otherwise we would run into an error later, as the Window couldn’t be loaded in WebDesk. Therefore open “Designer -> Window Manager -> Business Objects”
4.2 Creating the View Selection Rule
Now we can create the View Selection Rule. Therefore open “Designer -> Window Manager -> View Management”
Here we can see the available Rule Sets (Asset Management, Default etc.).
1) By right clicking on “View Selection Rules” we have the option to either create a new View or a new Rule. We will use the default views, so we create a new Rule.
2) If not already existing we create a rule to use the End User View for all Users of the End User Type
In the Overview this should later look like this:
3) Now that all End Users will use the End User View. We can change which Window will be shown to End Users if they open an Incident Object. Therefore we open the rules within the “Incident Management.Incident” Object.
4) By right clicking on the Business Object we can create a new rule for this Object. To show the “Simple Incident SelfService”, we create the rule as follows:
In the Overview this should look like this:
4.3 Testing the new view Selection Rule
If we now login as an EndUser and create a new Incident we see the following window
If we do the same as Analyst we see the default Incident Window