In 6.1.x you can now link directly to an object with the following format.
Monday, January 19, 2009
ITSM Tip for the week: Opening Self Service to a new Incident not the dashboard
Normally in ITSM (and in all 5.x versions) linking to Self Service would involve going to the users dashboard via the http://[itsmserver]/Servicemanagementweb/SelfServiceLogin.aspx where [itsmserver] would be the name of the server (without the []).
http://[itsmserver]/ServiceManagementWeb/IntegrationInfo.aspx?CommandName=SHOWSINGLEBUSOB&Role=SelfService&Param1=Incident&Param2=[RECID]
where [itsmserver] would be the name of the server and [RECID] is the RecID of the object you would like to open (without the []).
You can use the same formatting to link directly to a new object in SelfService. For example, if you wanted a self service user to go straight to the new incident screen without having to go to the dashboard and then click the "new incident" option. You can use the same format as about but simply leave out the [RECID]
http://[itsmserver]/ServiceManagementWeb/IntegrationInfo.aspx?CommandName=SHOWSINGLEBUSOB&Role=SelfService&Param1=Incident&Param2=
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I got a question regarding Self Service Client. I don't know if you have experienced this behaviour before.
System: FR ITSM 6.1.2
We configured our Self Service perspective so it has Category and SubCategory. SubCategory is validated on Category. We put in AjaxEnablement.config both field as B.
Incident.Category:B
Incident.SubCategory:B
Whenever we choose a new value for Category, the whole screen repainted itself as if AJAX is Disabled.
We did notice that in one IE 7 browser (on one PC), it did not flash at all, but could not figure out how to set up IE browsers on other PCs?
Firfox 3 sometimes flashes, sometimes it doesn't.
Any suggestion/comment/tips?
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