Requested Item vs Incident: Additional Comments
How do you define Productivity? Part of Productivity is time management and having everything right in front of you to improve your response time in a Requested Item. In the Service Operations Workspace, you have Comments in the Right section of the Details tab. However, it does not contain Work Notes or the Email Client similar to Incident.
As you can see below for an Incident, you have access to the Compose an email, and Work Notes section. You can either choose Stacked View or Combined view. You don’t have to leave the page to do all your work for that Incident.
But in Requested Items, this doesn’t exist OOB, and looks so boring with just the one option of Additional Comments.
Adding the Email Client to the Table will provide the additional functionality for Work Notes and the Compose Email. How do we solve this? By adding an Attribute to the Dictionary, we can solve this problem for any table. It seems so straightforward, but requires the attribute added.
Open up the Dictionary Entry for the sc_req_item Collection record. Once in the Collection record, add in an Attribute for the Collection. Add the Attribute of Email Client (email_client = true) in the Attributes related list.
Once you reload the Requested Item in the Service Operations Workspace, you will see the results of your added attribute.
