Service Catalog - pull through data?

[Josh Bridgens]

Hi All,

One of the big selling points with Service Manager was the ability to customise the PCF's that the Service Desk Analysts see based on how the call progresses...

At the moment we have:

Start > Description and Summary > Service Selection > Switch PCF (If clicked)

what this does is completely switches PCF and deletes the old data from before it switched (understandable) but, I want to add the ability for the Analyst to stop it from overwriting the description/summary at all but still give the options from the catalogue PCF. (Pull through the original Summary/Description entered when the call first started going through the process.

I hope this makes sense and someone can help 

 

Many Thanks,

 

Josh