Administer > Administer Service Management > Lists

Lists

Service Management has predefined lists that are used in the forms in the application. You can add more items to some of these lists, and build new customized lists to meet the requirements of your environment.

There are two types of lists:

  • Volatile lists
  • Non-volatile lists

The following table summarizes the differences between the two types of lists:

Volatile lists Non-volatile lists

Created when defining a user option inside an offering or model.

In Administration > Configuration > Lists, the User options list icon appears next to volatile lists.

 Created in Administration > Configuration > Lists.
Can be reused when defining a new user option of type List in other offerings or models but not for a field of type ENUM defined in a record type. Can be reused when defining a new user option of type List in other offerings or models as well as for a field of type ENUM defined in a record type.
There is no limit on how many lists can be created. There is a limit of 20 lists of this type.
Can include up to 250 items. Can include up to 25 items.
Can be ordered alphabetically or ordinally (user-defined order). Order is automatically ordinal (user-defined).
Not included in the configuration data transferred by the Package Manager. Included in the configuration data transferred by the Package Manager.

Note If you have development and production tenants, all configuration changes must be made on the development tenant. For more information about synchronizing the tenants, see Dev2Prod - How to synchronize your development and production tenants.

Create a list

  1. From the main menu, select Administration > Configuration > Lists.

  2. In the Lists pane on the left, click Add.

  3. Enter a name and a display name. To enter the display name in multiple languages, click the ellipsis button .

  4. In the List Items area, click Add to add list items:

    1. Enter the name and display name for the list item. To enter the display name in multiple languages, click the relevant Display name field and type the display name into the appropriate language field.
    2. (Optional) Select an icon for the list item.

    3. Select the position for the item in the list.

      Note After you have defined the item's position in the list, you cannot change the position.

  5. Click Save.

Note  

  • For all customized lists, the list name and the names of the list items must end with _c. This suffix is added automatically. You do not need to enter it manually.
  • You can add up to 25 list items (including disabled items) to a list. When this limit is reached, the Add button in the List items area is disabled.

Edit a list

  1. From the main menu, select Administration > Configuration > Lists.

  2. In the Lists pane on the left, select the list that you want to edit.

    Tip To search for a particular list, enter the name, or part thereof, in the Search box.

  3. In the right pane, edit the display name.

  4. To edit a list item:

    • Click the relevant display name to define the display name in multiple languages.

    • Click Edit to select an icon.

    • Clear the Active check box to disable an item.

      Note  

      • Only customized Enum values can be disabled.

      • The disabled values become unavailable when creating or updating a record.
      • The disabled values are displayed with strikethrough and can be used in business rules and filters.
  5. Click Save.

Note  

  • For system-defined lists, only the display name can be edited.

  • You can discard changes made to a list, but you cannot delete a list.

  • You cannot change the position of the items in the list.

Create or edit a list in the User Options tab

  1. Go to the User options tab in an offering, change model, incident model, or release model record.

  2. To create a new user option of type list, click New field. Enter a name and a display name and select List as the field type from the drop-down list.

  3. In the List field, select an existing list from the drop-down list or click Add to define a new list. Enter a name and display name for the new list and click OK.

  4. In the List order field, select one of the following options:

    • Alphabetical. The list items are sorted alphabetically.

    • Ordinal. The list items are sorted by the user-defined order.

    Note If you selected a non-volatile list in the List field, the List order field is not available.

  5. If the selected list is editable, in the List Items area, click Add to add list items:

    1. Enter the name and display name for the list item.

    2. If the list order is ordinal, select the position for the item in the list.

      Note After you have defined the item's position in the list, you cannot change the position.

    3. Click OK or Add another.

  6. If there are Enum values in the selected list, in the List Items area, you can clear the Active check box to disable the value.

    Note  

    • The disabled values become unavailable when creating or updating a record.
    • The disabled values are displayed with strikethrough and can be used in business rules.
  7. Click Save on the toolbar.

Note  

  • For all customized lists, the list name and the names of the list items must end with _c. This suffix is added automatically. You do not need to enter it manually.
  • You can add up to 250 list items to a user options list. When this limit is reached, the Add button in the List items area is disabled.

Search for a list

  1. From the main menu, select Administration > Configuration > Lists.
  2. The Lists panel on the left displays all of the system- and user-defined lists.

  3. Type full or partial search criteria to narrow the list of results.

    Example: Type Change.

Note For information about how to formulate field selection rules to define cascading lists, see Define suggested values by a list to list mapping.

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