1 Reply Latest reply on Jun 7, 2018 6:51 AM by Terry Douglas

    Service Request Owner

    gpgreenleaf Rookie

      For the Incident object, I was able to drag in a couple extra elements to the Self-Service form so that users can look at their submitted incidences and see who, if anyone, has been assigned to their incident. However, it seems I can't do the same with Service Requests. It's as if the Self-Service form is hard-coded. Is there anywhere in here where I can squeeze in an Owner field? If so, how do I access the form? Literally anywhere on the following screens would be fine:

       

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        • 1. Re: Service Request Owner
          Terry Douglas Apprentice

          Hi Greg,

           

          The forms here are hard-coded, but there is the option of replacing the Service Request Progress tab with a custom one.

           

          There was a discussion on how best to do this here in the community, and depending on what version of Service Manager you started on will determine how much is already in your tenant. For newer versions there's a Layout called 'Service Request Progress' already built which mirrors the hard-coded one; you can customize and use that instead. If you started on an older build, you may need to build that Layout & Form yourself. (If you have access to a new OOTB environment it's pretty simple to examine and recreate).

           

          This comment has good instructions. If you're still stuck let me know and I'll see how I can help you out.

           

          Hope this helps!

           

          Terry