In Service Catalog portal, the Create Generic Request button is wired to create an Incident. Although you can modify the Generic Request Incident Request Offering, you cannot change the Generic Incident Request Template.
Customers have asked ability to change it so that the Create Request on the home page creates a Service Request instead of incident. Though this is not possible in the UI, but it is possible to do with simple XML editing.
To make sure we are on the same page I am illustrating below the button I intend to change
Change the Create Request button to create a Service Request instead of Incident.
Step 0: Save your original Service
Catalog Generic Incident Request
Export the Service Catalog Generic Incident Request management pack (Administration->Management Packs)
Save this file in case you want to restore the original Service Catalog Generic Incident Request
Step 1: Create a Service Request Template
Enter the details as shown below
Make sure you chose the
Service Catalog Generic Incident Request
as the Management Pack
Click OK and open the template
Enter the defaults as shown below [You can enter other defaults but I am sharing the screenshot of the defaults I entered so you can follow the blog post]
Save the Template
Step 2: Remove the mapped prompts for Generic Incident Request (EN)
The reason for this step is so that the Editing the MP becomes easier in Step 3.
Go to Library->Service Catalog->Published Request Offering
Open the Request Offering and go to User Prompts
Now delete all the User prompts – After deleting it should look like
Now save the Request Offering
Export the Service Catalog Generic Incident Management Pack
Go to Administration -> Management Packs
Search for Service Catalog Generic
Export the Service Catalog Generic Incident
Request management pack
Step 3: Edit the Service Catalog Generic Incident Management Pack
Open the management pack with your favorite XML editor
Search for the Service Request you just created “My Generic Service Request”
Then copy the template ID for this Service Request – In this case it is: Template.cf7124c72be4425a9ef59c83ab1c7e39
Now we need to replace the Generic Incident Request Template with this GUID in the Request Offering
Search for ID="ServiceManager.ServiceCatalog.GenericIncidentRequest.GenericRequestOffering.EN"
Replace the TargetTemplate="ServiceManager.ServiceCatalog.GenericIncidentRequest.Template With TargetTemplate="Template.cf7124c72be4425a9ef59c83ab1c7e39"
Note: Don’t do Global Search and Replace
, since there are multiple occurrences of ServiceManager.ServiceCatalog.GenericIncidentRequest.Template
We only want to do if for Request Offering ID
Here is the snippet what it should be after the above change
<RequestOffering ID="ServiceManager.ServiceCatalog.GenericIncidentRequest.GenericRequestOffering.EN" InstanceName="Generic Incident Request (EN)" Title="Generic Incident Request (EN)" BriefDescription="This request allows you to submit the incident" Overview="Please fill in the form below to
submit your request" Status="System.Offering.StatusEnum.Published" TargetTemplate="Template.cf7124c72be4425a9ef59c83ab1c7e39">