BEST Practice to follow for Incidents and REQ/CATALOG TASKS for contact_type field.
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‎09-12-2024 05:45 PM
Hello Experts,
My Team is looking to configure Service Channel (contact_type) field on the Service Catalog Request. Is it a good practice to configure?
Scenario: Currently, I've an incident where Service Channel (contact_type) field is configured for Service Desk to track down the no of incidents recorded through different Service Channels i.e: Phone, Email, Self Service, etc. as shown in screenshot.
My Team is looking to bring same Channel field on the Service Catalog, Currently my Service Catalog looks something like this.
Please help with the following:
Is it advisable to get this Channel field on Service Catalog? If yes, why?
OR
If No, please support with explanations.
Thank you.
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‎09-12-2024 05:56 PM
If it's a catalog item variable then I wouldnt see why not. You'd be reporting on the contact type per catalog item. If you wanted to have them across all catalog items then the contact type can be a variable set
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‎09-12-2024 06:55 PM
It's not a catalog item variable for now.