Incidents Vs Catalogs for contact_type field configuration

Khyati Panchal1
Tera Contributor

‎09-13-2024 06:04 AM

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_0-1726232489996.png

 

 

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

KhyatiPanchal1_1-1726232489997.png

 

Please help with the following:

  1. Is it advisable to get this Channel field on Service Catalog? If yes, why?OR
    If No, please support with explanations.
  2. Is it advisable to configure same fields of Incident form on the Catalog Item?

    Thank you.
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1 REPLY 1

Rajesh Chopade1
Mega Sage

‎09-13-2024 06:24 AM

hi @Khyati Panchal1 

Adding the Channel field to the Service Catalog Request form can be beneficial if it supports your data collection and reporting goals effectively. However, it’s crucial to consider the user experience and relevance of the field to ensure it provides value without causing unnecessary complexity.

 

Is it advisable to configure the same fields of the Incident form on the Catalog Item?

 

Yes, if the field provides meaningful data for catalog requests and enhances reporting or operational efficiency. Ensure that the addition aligns with the goals of capturing service channel data and does not negatively impact user experience.

 

No, if the field does not add value to the catalog request process or if it complicates the form without clear benefits. In such cases, it might be better to keep catalog requests streamlined and focused on relevant fields.

 

i hope my answer helps you to resolve your issue, if yes please mark my answer helpful and correct.

thank you

rajesh

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