Do i need to align our work intake form align with CSDM?

[RahulY00040]

Hello friends,

I would like to understand if we need to align our work intake form CSDM. Should we be doing? If yes, why. If not needed, then why?

Thanks in advance, 
Rahul

[Barry Kant]

Hi Rahul et al, 

I add another way of thinking:

let's assume in the example given by @sachinvic I am the caller raising an issue:

"
The supplier delivered the materials for purchase order PO-45892 two days ago, but the goods receipt has not been registered in the system. As a result, the invoice cannot be processed for payment. Can you check why the goods receipt is missing and help me get this resolved?
"

Back end logic might know that I am working in a procurement department at a certain location (Brazil).  
eg: I am subscribed to a Procure to Pay service offering in Brazil. The parent service is taken from the offering.
The system identifies that there is 1 production service instance for this.

So yes the model is used based on the intake, but you do not necessarily have the end user to make that selection themselves. It can be done by logic when submitted before an agent start working, or during the intake/conversation itself.

BR,

Barry

[JamesB570251289]

One test I would add to the good answers above. Before you put a CSDM reference field on the intake form, check whether the person filling it in can actually answer it correctly. Requesters usually know what broke. They often have no idea which business application or service offering they are inside. Make the field mandatory anyway and you get a form that is complete and wrong, and that error then travels into reporting and routing where nobody questions it. Where the context can be derived from what you already know about the requester, derive it, and ask only for what they genuinely know.