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Systems list for ticket categorization

Mary Mascari February 17, 2022

I'm setting up JSM to manage our IT Help Desk tickets.

I want to add a required field on the issue form that indicates what system the user is raising the ticket about. This will help me set up queues so the right people can easily find the tickets that are relevant to them.

I looked at the Service Catalog, but that seems way too detailed for what I need, and I'm not sure a user is going to navigate something that complex correctly.

I basically need them to say "this is SAP" or "this is Salesforce." Although our full Service Catalog has a lot in it, the users would only need to choose from maybe 10 high-level options. 

Am I off base in thinking that it would be better to just create a custom field with a simple drop-down? 

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Mikael Sandberg
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 17, 2022

I would recommend using the Components field for this, and the reason is that you can then auto-assign the request to the lead for the selected component if you want. As of right now Services are only visible to JSM agents.

Mary Mascari February 17, 2022

Excellent. Thank you!

Can I rename the field, or have it appear as something different to the user? Because they won't have any idea what "Components" means. 

Mikael Sandberg
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 17, 2022

You cannot rename it on the backend in the Agent view, but on the portal you can change the display name. One of my projects that is using the components has set the display name to "Affected business system". If you want to rename it in the agent view you would have to use a custom field instead.

Mary Mascari February 17, 2022

No, that's perfect. Thank you very much.

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