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)

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harish11 · ‎06-22-2015

Pradeep Sharma @ any suggestions on how to display 'Requested items' alongside 'Requests' in the My Ticket view and stage (status) of each of the requested item.

Deepak ingale @ Thanks for the response. I thought I was losing it when I couldnt find a related list under My Ticket view. I had previously activated the 'Requested items' list under request self service view.

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)

harish11 · ‎06-22-2015

Hierarchial list works....Just need to customise it.

Thank you so much.