This is a guest blog post by Sam Erskine, one of our community contributors. Thanks for sharing Sam!
The default incident request offering in Server manager 2012 uses the same incident classification list as service manager 2010. The incident classification list can be challenging for the end user as it has several categories and sub-categories.
The goal is to setup a portal classification category list. This list will be displayed to end users using a custom incident request offering.
The benefit of this solution is, you can separate the internal classification of incidents used by the Service management team designed IT post triage which differs from the initial user classification. This approach simplifies the portal for the end user (not possible in 2010) when selecting self-classification.
Please see the attached Word document for a detailed step-by-step description of the solution.
The completed solution is also posted on the TechNet gallery here:
Great idea Travis. This gets around a lot of end user confusion [or perceived confusion]
Great job. Thanks!
Brilliant as usual Sam!! Thanks for sharing Sam's solution Travis :)
With some very similar work, Service Request Areas List can be replaced by a list that is easily edit-able, without the restrictions on the "Service Request Areas" list out of the box. I have implemented it in my environment and it makes things much neater.