Strategy to Create Special Service Request using OOB functionality

[PriyaRaj]

Hi, I am trying to find a way to create Special Service Requests using incident table trying to achieve a way to do it through OOB functionality. Below are the important scenarios that I wanna implement. a) I need Special Service Requests to be created with the relevant information required, including custom fields. b) I should be able to apply the template if required to fill out the necessary information. c) Access to these requests should be restricted. d) Impact, Urgency, and Priority use OOB mapping functionality just like on the Incident table but extends all the way to Priority 5. e) Service, Product, and Component are used instead of configuration items to identify where the issue occurred, on which device, and the affected component. Product and Component rely on the field above it to filter the available options. f) States should be different.

g) Resolution Tier 1 and Resolution Tier 2 must be completed at the time the record is set to Resolved. This is typically handled by attaching knowledge as the resolving article. However, the fields will automatically display as soon as the Resolve button is clicked regardless of knowledge being attached.

h) Work notes is reserved for particular group while Additional comments is available to both users and group. This mirrors the same functionality of incidents where additional comments is customer-visible while work notes is not. Kindly suggest me the OOB options and strategy to implement the same. The new functionality should not interfere with existing incident process