enhancement Edit "Questions" section of a request

[Tina.Lapere]

Hi,

I've just gone to amend some call details for a call a customer has logged via a form we've manually setup on the portal but I'm unable to edit the details.  I can if it's the generic Summary and Description form that's been used to capture the details but I can't for another others where we've designed our own form.

This is an issue for the internal form I've created as I need to be able to fill out the details should they have missed them off or not known them at the time.

Is this possible at all?

Thanks

Tina

[Tina.Lapere]

Sorry just realised its the Questions section I'm looking/talking about. I'm guessing these are not editable?

Would the only way to edit these be to put them into fields under details?

Can the 'Questions' area be added onto reports?  As I may need to be able to pull a report off showing these in the future?

 

Thanks

[James Ainsworth]

Hi Tina,

That is correct that the questions section can't be edited.  The idea is that this gives the view of the answers that were originally provided.

You are able to map the questions/answers to other fields held in the Details section such as the custom fields.  This can be useful when the information you are capturing is likely to change.  There is some documentation here that describes how to do this.  Let us know if you have any questions about this set up.

Depending on how you are building a report, the questions should be accessible in a table called h_itsm_questions.  Here is an example of what you may be able to pull out in a report...

 

I hope this helps,

Regards,

James

[Jack_Podmore]

@James Ainsworth 

I am not sure if this is something you guys would ever consider changing but we to have discovered this issue with end users selecting the wrong information from a drop down menu and require it to be changed. It would be helpful if we were able to make changes just in case of any mistakes. 

Thanks,

Jack

[James Ainsworth]

Hi @Jack_Podmore

This has been asked before.  Definitely something for us to look at.  I've raised a change proposal for this requirement.  I'll update this post with any progress that is made.

Regards, 

James

[James Ainsworth]

I'm pleased to let you know that as part of the Service Manager update 1944 and newer, there is now an option to edit answers within the Question Section of a request.  This is limited to single and multi-line text fields in order to limit the impact on BPM workflows which may be affected by changing other fields.  The same user role (Service Manager Delete Questions) has this right to edit included in the role.  We have also added this right to the Service Desk Admin role.

  

 

I hope this helps.

Regards,

James