Configure the Assign or Resolve dialog box for an incident or change request in Service Operations Workspace

Customize the fields displayed in the Assign and Resolve dialog box for an incident in Service Operations Workspace. Customize the fields displayed in the Assign dialog box for a change request in Service Operations Workspace.

Before you begin

Role required: admin

About this task

Important:

• For an incident, you can customize the fields in the Assign and Resolve dialog boxes.
• For a change request, you can customize the fields in the Assign box.
• Only the fields that are configured in the Service Operations Workspace view can be added to the Resolve or Assign dialog boxes.
• Any pre-configured client scripts and UI policies configured for the customized fields are also applicable on the Resolve or Assign dialog boxes.
• The fields in the Assign, Reassign and Resolve dialog boxes do not support field decorators.

Procedure

1. Configure the Assign dialog box.
   1. Open an incident or change request in Core UI.
   2. On the incident form or the change request form, select the additional actions icon () on the header.
   3. Navigate to View > SOW Assign Modal.
      The record is opened in the SOW Assign Modal view.
   4. Select the additional actions icon () on the header.
   5. Navigate to Configure > Form Layout.
   6. Move the required fields from the Available list to the Selected list.
   7. Select Save.
2. Configure the Resolve dialog box.
   1. Open an incident in Core UI.
   2. On the incident form, select the additional actions icon () on the header.
   3. Navigate to View > SOW Incident Resolve Modal.
      The record is opened in the SOW Incident Resolve Modal view.
   4. Select the additional actions icon () on the header.
   5. Navigate to Configure > Form Layout.
   6. Move the required fields from the Available list to the Selected list.
   7. Select Save.