Request Type - Progressive Capture

[Ann]

Morning All

Hope you are all well.  Please would it be possible to help/advise.  In the Service Portfolio where a request type has no catalogue items, how do we determine which progressive capture is being used?  Thank you.

Kind Regards

Ann

[Steven Boardman]

@Ann if a service request type has no catalog items, the following applies:

1. On self service, there will be no options for a customer to raise a request against those services with no catalog items

2. For agents the default progressive capture for the request type will be used with the following settings in the admin console > home > applications > service manager > settings

* The above are just examples PC names for each of the settings.

These settings are global and will be used when you select either the Raise New button or the specific Request Type buttons to start raising a new request

- They are not specific to a service or a catalog item

If there are no catalog items for a specific service / request type, when an agent gets to the Service Form in the progressive capture above, there will be no catalog items displayed for that service.

Steve