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]

Hi @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?

Atul: I think Yes , bcz Incident and Self Service both are application but not recommended. Bcz Self Service is for a specific purpose/reason and changing  the place  of same may create confusion for everyone.

[Dr Atul G- LNG]

Hi @JaeggerLegane 

Once we click on Create New it pick the fields from 

and after save it show Default view

Right click context menu -- Configure - Form Layout