Service Desk

Sub Types

New/Edit Sub Type

There are two groupings of sub types: incident sub types and change/problem sub types.

Editing Incident sub types

Editing incident sub types is very straightforward. Simply choose the "Incident" service record type and then give the new sub type a name.

 Editing an incident sub type

Incident sub types have two functions:

• On the Service Desk, the SR form can be customized independently for each sub type.
• On the Customize --> End User Submit Form, each sub type can have its own fields. This affects the form that the end user sees when submitting a service record from the End User Portal. Read more about this functionality here.

Editing Change, Problem, and Request sub types

All changes, problems, and requests are based upon sub types. These sub types control which workflow tabs appear on the SR and which fields are visible on all non-workflow tabs.

To edit a change, problem, or request sub type, select the Service Record Type, in this case "Change", "Problem", or "Request", and give your sub type a name. Then, click Edit Sub Type View to edit the sub type form.

 Editing a change sub type

Important: Editing a change, problem, or request sub type will immediately update all changes, problems, or requests that are based upon that sub type. If you would like to make changes to a sub type so that they only affect some of your changes, problems, or requests, create a new sub type and then base your changes/problems/requests upon that new sub type instead.

Customizing non-workflow tabs

Clicking on Edit Sub Type View will open a screen very similar to the edit template screen. However, you'll notice now that on non-workflow tabs you now have the cogwheel icon available on the top menu bar. This allows you to customize the fields available on your non-workflow tabs. Click here for instructions for customizing forms.

Adding and removing workflow tabs

Workflow tabs also have a cogwheel icon at the top, with a slightly different purpose. If you click on the cogwheel icon when you are on a workflow tab, you'll see the following screen:

This page allows you to add, remove, and rename workflow tabs:

• Add a new workflow tab by clicking the New Workflow Tab button. After clicking this button, make sure to give your new workflow tab a name.
  Note: The Basic Request sub type does not support additional workflow tabs. In order to add workflow tabs to requests opened by end users from the End User Portal, you must create a new, linked request based upon a different request sub type.
• Make a workflow tab invisible by unchecking the Visible checkbox. This is an alternative to deleting the workflow tab that allows you to easily restore the tab later.
• Delete a workflow tab by clicking the Delete button.
• Rename a workflow tab by changing the Tab caption.

When you are done making changes, click Save.

Note: If you click New Tab, you will create a new, non-workflow tab, which you may then edit normally.