Service Manager powered by HEAT

Example: Using a Cascading Validation List

This example illustrates how to trigger values from additional fields or a combo box (cascading validation list) by creating a service that uses a value based on the OwnerTeam field.

Before configuring this option, ensure that you have a standard user team called Desktop Support that it is populated with active employee names.

Standard User Team - Desktop Support

1.Log into the Service Desk Console.

2.Open the Request Offering workspace. The list of request offerings appears.

3.Enter overnight in the Search Service Offerings text box. The Overnight Standby Request offering appears.

Request Offering - Overnight Standby Request

4.Click Overnight Standby Request. The Define Request Offering page appears.

Sample Request Offering - Define Request Offering Page

5.Click the Design Request Form tab. The service request form appears.

Sample Request Offering - Design Request Form Page

6.Click the edit icon next to Service. The Configuration Editor appears. (See Service Manager powered by HEAT for more information.)

Sample Request Offering - Item Configuration Editor for Service

7.Expand the Pick List: Validation List area, and in Validation List to Use, choose Service Name List from the drop-down list.

8. In the Additional fields section, add the Service business object and choose the OwnerTeam field.

Sample Request Offering - Service Business Object, OwnerTeam Field

9.Click OK.

10.Click the edit icon next to Service Support Team Member. The Configuration Editor appears again.

Sample Request Offering - Item Configuration Editor for Service Support Team Member

Ensure that the cascading validation definition shows Standard User Team object and the OwnerTeam field.

11.Click OK.

When the end user selects Overnight Standby Request: Desktop Service from the Service Catalog, the service field called OwnerTeam automatically populates the Service Support Team Memberlist from the Employee Team: Desktop Support list. The OwnerTeam field must be previously configured to include team members. (See Working with Teams.)

Sample Service Catalog - Overnight Standby Request

Sample Service Catalog - List Source