Change "self-service" view on Self-Service>Incidents module to the Default view" on Incident module

[mfhaciahmetoglu]

Hello all,

I have a requirement to display Incident "Default view" for itil users, when they access incidents via Self-Service -- which is to say, change the ess view on self-service > incidents module to default view on Incident module for itil users.

Anyone know where this rule is set up and if it is a good idea to change this?

Thanks!

Best,

Firat

[Dr Atul G- LNG · Accepted solution]

Hi @mfhaciahmetoglu 

I have a requirement to display Incident "Default view" for itil users, when they access incidents via Self-Service --

Atul: Any specific reason or business case. By doing this, you are breaking the purpose of Self Service and increasing the technical debt.

which is to say, change the ess view on self-service > incidents module to default view on Incident module for itil users.

Anyone know where this rule is set up and if it is a good idea to change this?

Atul: NO, at good idea

- You need modify the OOTB configuration

- Self Service is mainly for end user not for ITIL users

- You need to do some code/ACL to make it possible

[Dr Atul G- LNG · Accepted solution]

Hi @mfhaciahmetoglu 

I have a requirement to display Incident "Default view" for itil users, when they access incidents via Self-Service --

Atul: Any specific reason or business case. By doing this, you are breaking the purpose of Self Service and increasing the technical debt.

which is to say, change the ess view on self-service > incidents module to default view on Incident module for itil users.

Anyone know where this rule is set up and if it is a good idea to change this?

Atul: NO, at good idea

- You need modify the OOTB configuration

- Self Service is mainly for end user not for ITIL users

- You need to do some code/ACL to make it possible

[JaeggerLegane · Accepted solution]

As suggested by Atul, avoid editing the self-service view itself as this will cause issues in other areas of the platform.

If it's merely changing the view that is called when clicking the button, I would try and edit the "Incidents" module in filter navigator and do the following:
1. Change link type to "List of Records"
2. Update the "View name" value

[mfhaciahmetoglu]

Hi Jaegger, thanks lot for the reply.

This would work but I cannot find the name of the Default view of Incident view.

Do you know it any chance?

Thanks!

Best,

Firat

[mfhaciahmetoglu]

One more question, is it possible to change the order of the self-service and put it under incident module, when a user searches for incident?