4 Replies Latest reply on Feb 27, 2012 11:24 AM by dmshimself

    Hot Topic/template with different window for 1 process flow

    djs Apprentice

      Hi all,

       

      Is it possible to create Hot Topic/template with different window for 1 process flow?

       

      Thanks

        • 1. Re: Hot Topic/template with different window for 1 process flow
          ITSMMVPGroup

          What sort of rules did you have in mind to select the window?

          • 2. Re: Hot Topic/template with different window for 1 process flow
            djs Apprentice

            For example:

             

            Hot topic template for Request Hardware and Request Software.

             

            I would like to have 2 different look and feel (some attributes are different per hot topic: request for hardware has attribute "A" but request for software doesn't have).

            BUT those are using same process flow, and published for end user.

             

            Can it be done?

             

            Thanks

            • 3. Re: Hot Topic/template with different window for 1 process flow
              Specialist

              If these items are request in the service catalog you could create templates and then set the service to use that template in the configuration managemnt.

              • 4. Re: Hot Topic/template with different window for 1 process flow
                ITSMMVPGroup

                Not directly as you have described it no - you'd have to have different processes or get people to switch groups which isn't easy to remember.  If you really want to have one process, the way LANDesk generally approaches this requirement is to change the process so that it looks at whatever is being requested and then switching the process flow depending on that.  You then have different actions available to the analyst/end suer that collect the data specific to that action.  The data might be whatever has been selected from the service catalogue if you are  using that, or a category, or another data field on the process.

                 

                An alternative I have used in some circumstances is to have some generic fields on the incident and change the way these are labeled.  This change could be done in the template or via pulling in data off the category/config item/...  Anyway, the idea is that these fields are then used to fill in data which varies on that data item.  It's not ideal as these generic fields often end up being text fields and you might really want to force them to be numbers, and reporting is a little harder, but it mgiht do what you need.

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