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BEST Practice to follow for Incidents and REQ/CATALOG TASKS for contact_type field.

Khyati Panchal1
Tera Contributor

‎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.

KhyatiPanchal1_0-1726187946974.png

 

My Team is looking to bring same Channel field on the Service Catalog, Currently my Service Catalog looks something like this.

KhyatiPanchal1_1-1726188225350.png

 

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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2 REPLIES 2

Community Alums
Not applicable

‎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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Khyati Panchal1
Tera Contributor
In response to Community Alums

‎09-12-2024 06:55 PM

It's not a catalog item variable for now. 

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