Hi Stefan, please note that this is not just a UI issue, but I believe there's also some general workflow on the server that drives filling the field values.
What is the concern about the fact that the system is filling in resolution product categorization automatically? It is not disrupting the work of the user. Is it really worthwhile to add a customization here?
Hey Peter ,
While I agree to your comment that it is not disrupting the user by any chance ,it sometimes is a concern for the technician who is closing the Incident or any third person looking at the Incident , say for an inspection.
We have had this same request from our Service Desk to get this disabled as well and the scenario I remember was something as below -
User selects the affected CI as his /her personal laptop details and submits an Incident.
The technician who works on it figures out the issue was submitted for some specific software on his laptop causing it say "Chrome".
Now , as the technician resolves the Incident , the resolution category that it captures is for the CI(laptop) and logically it should have been something with a Product Name "Chrome". Now the only way I think of getting in the right data is have the technician update the Resolution Product Category to match what specifically was fixed which being a manual thing I cant assure everyone is following right.
Instead I suppose if I have the fields left blank , I can have the technician prompted to fill it on Closure.
I am not sure if I framed it all right , but the situation goes something like this as I remember
Hi Peter, hi Jayson,
thanks for your replies.
Our main problem is, that our assets are imported from SCCM and are not available in the PCT:ProductCompanyAssocLookup form after the import, so that we constantly get the error
when the affected asset fills the Resolution Product Category.If there is a way to automatically promote the Informations to the PCT:ProductCompanyAssocLookup so that we would get rid of the error, there would be no need to deactivate this behaviour.
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Just asking the simple-obvious-question to get it out of the way: Are you able to create the relevant categorisation in: PCT:ProductCompanyAssocLookup?
or in the relevant form for that matter? It might be a lot I can assume, but then you just need to semi automatically add your categorisation (import job?) into the relevant form (not sure which one though).
My manual work to add needed categorisation is done in form: PCT:Product+Catalog+Setup
if what you are asking is to automatically add new categorisation based on what the user types there, I presume this is a workflow customisation, I certainly don't recommend that. I'd worked with a system that allow that and the product categorisation becomes a big list of mistaping, duplicated items with no meaning at all to anyone.
A good product categorisation (wishful thinking here) will help you have a visualisation of what your support groups are handling and therefore your main pain when it comes to support.
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This is simple, within the Normalization Job for your CI import routine, there is an option to 'Allow New Product Catalog Entry', enable that and then the discovered Product Categorisations will automatically be created for you. However this can lead to junk data being automatically created, therefore I suggest a strict audit routine to ensure that you regularly check the content being created.
By enabling this option, you'll avoid errors such as you have shown in your screenshot.
Thank you for your answers,
we are testing Ash's solution now and will have a special look on the created data.
Right now it seems to be the best way for us and works fine in our dev- and test environment. I will keep you updated when we switch to production.
Now that we were testing this solution for a while, we decided not to use it in our productive environment, as we get to much products to our catalog that would be totally unused. Due to the fact that we are a german company, our users would like to use german products from our catalog, and the normalization job only import english informations.
So I need to ask again:
Does anyone know how to disable the feature, that the Resolution Product Category ist filled automatically when choosing an affected asset in SmartIT?
To disable setting resolution category you probably need to disable this active link
Test this on dev first.
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Stefan Koenig I think that your only option here is to create a custom Filter, make it trigger on qualification is all of the 'Res Prod Cats' are blank (using the DB. scope) but if the TR. is not null. If true then use SET FIELDS to set them back to blank.
Something like that will deliver what you need.
In that case you are right. Creating a filter to clear the resolution categories, might be the best way.
Thank you guys, I will try the custom Filter and let you know if I am successful.