Display Requested Items' under Ticket view

harish11 · ‎06-22-2015

In our current ESS portal, we have a section for 'My Ticket' view, where users are able to view their incidents and Request tickets.

Issue:

The current view for a 'Request' ticket only displays the Request Number for a ticket, but does not display the 'Requested Items' within the request (See screenshot).

Question:

Is it possible for the column to display the associated Requested Item' next to the Request no, with a 'Stage Status' for each requested item.

Uncle Rob · ‎06-22-2015

You have a few options. First you have to realize that you're starting at Request, so you're looking at the parent. This is problematic because a given Request could have multiple Request Items. So in this case your only real friend is Hierarchical Lists.

Another option, which requires a little more finesse, but is FAR better for your consumers is to give them a list of Tasks in their name. Why is this a better UX? It prevents them from having to know the difference between multiple task types, which would allow them to click the multiple lists you'd give them to hold each type. Why does it require more finesse? Because tasks each track "who I'm for" differently. So you either need Adding Extended Fields to Base Table Lists or you need to create a universal "customer" relationship on base task (and the associated business rules to populate it)

View solution in original post

Deepak Ingale1 · ‎06-22-2015

that could be possible if you modify the 'Self Service View' for Request.

Go to Request and add the 'Requested Item' in related list of the request table.

Kindly do this first in some sandbox or demo and check.

It should work.

harish11 · ‎06-22-2015

I dont see a option for the Requested item in the related list.

Can you please provide a screenshot of the view, I am supposed to check this. Thank you.

Pradeep Sharma · ‎06-22-2015

Hi Harish,

Please check the below screenshot for reference.

Deepak Ingale1 · ‎06-22-2015

Oops,

I misunderstood your question. Apologies for the same. My perception was to add 'Request Items' as related list to each 'Request'.

If you require 'Request Item' number and its status in 'Column' form, I don't think that will be possible since personalizing list view does not show 'Related list' fields.