Self Service View for Incident

[kferraro]

For users,   if they go to Self-Service->Incidents->New the page displayed is the same as if they go to Service Catalog->Create a New Incident.

For ITIL users, if they go to Self-Service->Incidents->New the are sent to a different page than if they go to Service Catalog->Create a New Incident.   I am not sure where this page is coming from because the form layout is different than any others that we are using.   How do we match the links?  

[darius_koohmare]

Hi Kristen,

There is a 'self service' view on the incident form that is applied to end users. ITIL users see the 'default' view.

When you open the form designer on the incident form, you can see the view you are editing in the upper left. Edit this to alter the self service (ess) view compared to itil.

[kferraro]

For users, it is actually displaying something that we have in our service catalog when the new button is clicked rather than the self service view.   This was setup by a former coworker, and I haven't been able to figure it out.   Changing it to the self service view did not change it.

[darius_koohmare]

Are there any view rules defined?

If there are modules/catalog items, add the 'view' field to the respective list view. You can then edit the view that a record is in once submitted.

[kferraro]

I could not find any view rules.   It looks like it is using a default view.   Under accessibility, it does have the view listed as ess.   Could a script or a business rule be causing this?