IT Service Management (ITSM) Implementation Simulator
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3 weeks ago
Have completed the second Part. What Am I missing in first part
In order to have more accurate data for reporting and trend analysis, certain data points should always be mandatory on an incident record. This will also help with more accurate routing and resolution work.
Additionally, we need to ensure that an incident task does not get lost and is always assigned to an individual once it has been moved from the New state.
Tip: We do not want to impact any of these fields that appear on other record types. How might you use a dictionary override to make these mandatory on incident records only?
1. Set the following fields to be mandatory AT ALL TIMES for incident records:
- Caller, Category, Subcategory, Configuration item, Assignment group and Short description.
2. Using a UI Policy, make the Assigned to field mandatory for all States values except "New" or "Canceled"
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3 weeks ago
For the first part, what you might be missing is the use of Dictionary Overrides instead of directly modifying the dictionary entry of those fields. The key point in the requirement is that these fields should be mandatory only for Incident records, without impacting other tables where these fields also exist (like Task or other extended tables).
Since fields like Caller, Category, Subcategory, Configuration Item, Assignment Group, and Short Description are inherited from the base Task table, making them mandatory at the dictionary level would affect all child tables. To avoid this, you need to create Dictionary Override records on the Incident table.
In the dictionary override, set the Mandatory attribute to true specifically for the Incident table. This ensures that the fields remain optional on other tables but are enforced only on incidents.
