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Using Categories would be a good way to do that, with upper level categories of "Incident" and "Request", with appropriate sub-categories underneath them. This is along the lines of ITIL and will provide for easy reporting.
Ken - Yes that is exactly what we are doing and attempting now!
1. I have created a top level Parent Category of Break Fix Incident and another top level Parent Category of Service Request and then essential duplicated the sub categories underneath each of them to cover the different technologies we provide to our end users.
2. Only challenge I have had so far is need to educate the IT team further on being careful when selecting the Category by using the drop down arrow and navigating through the tree versus just free typing in the Category box and potentially selecting the wrong category (under neath the wrong parent).
3. I have also added the Category Full Path field to the ticket form to help them "see" if they are selecting the right category.
Also vendor BMC support officially answered that there is not feature out of the box to mark tickets as break fix or service request. So using Categories tree is best work around available at this time.
I haven't addressed this in 2020 yet as we've just started testing. In 11.4 I used Lookup 2 for this functionality. IT is responsible for doing this in 11.4. I am torn if I need to take a similar approach with the categories, as it might confuse the end users and then what do I do with any legacy call? Leave it behind or recode.
Is it easy to add a custom lookup table to both the Self Service and to the Ticket Forms in 2020? Maybe that would be my best option if possible?
Hi Nicholas, yes it is easy to add a custom lookup field to both the Self Service and to the Ticket Forms in 2020. In fact, if you are going to migrate from 11.4 to 20.x your custom lookup would migrate as well, with all of its data. You would simply need to add that custom lookup field to your ticket form and the self-service page and continue doing things the way that you are.
Or use one of the custom lookup fields on the Ticket form. You could use one of those to mark the tickets as incidents vs. service requests.