Mapping Self-Service Variables to Incidents

So here’s a request we had today. The service desk manager needed a new option for a self-service variable when a user was submitting a request for a problem they were experiencing.

To go with this new option, the manager needed the incident that is created to have specific values set for specific incident fields when a user selects this new option from the variable.

For the variable, the “Type Specification” was: Continue reading “Mapping Self-Service Variables to Incidents”