This documentation supports the 18.05 version of Service Desk.

To view the latest version, select the version from the Product version menu.

Using the Incident Management decision tree in version 9.1.01

A decision tree takes you step-by-step through a questionnaire. Based on your answers, the decision tree completes part of the form for a new incident request record. Each element in the decision tree displays a list of items. Your final selection completes part of the incident.

Decision trees are built by a manager or administrator at your company.

You can set up your preferences to use available decision trees whenever you start a new incident. For information about setting up your application preferences, see Selecting the application preferences.

For information about configuring decision trees, see Configuring decision trees.

In version 9.1.01, the overall user interface and functionality of using decision trees is enhanced, making it useful for using decision trees that have multiple main branches. For more information, see SW00508490 in Known and corrected issues.

To use Incident Management decision tree

  1. While creating a new incident, select a Company.
  2. Search and select a Customer.
  3. From the Functions area, select Decision Tree.
    The Decision Tree Selection popup window opens.
  4. Select a decision tree from the list and click OK.
    The Decision Tree popup window listing the Main Branches and Branch Details opens. By default, the first main branch in the Main Branches section is selected. The Branch Details section lists the branches in the selected main branch.
  5. From the Main Branches section, select a main branch.
  6. From the Branch Details section, select a branch or a branch item.
  7. Click Select to apply the branch item to the incident ticket.
    Based on the incident action type configured for the branch item you select, a part of the incident ticket is completed.

     Effect of selecting a branch item of specific incident action types

    Configured incident action type for the branch item

    Effect when branch detail is selected by the user.


    The incident form is populated with fields from the incident template.


    The incident form is populated with the incident type, operational categorization, and product categorization, specified within decision tree of type Categorization.

    Summary / Notes

    The description specified during creation of the branch item is copied to the Summary field of the incident form.

    If a detailed description was specified while creation of the branch item, it is copied to the Notes field of the incident request.

    If the detailed description was not specified during configuration and the branch item was configured such that it prompted you for further questions, you see questions in the pop-up window. The answers you provide are copied to the Notes field.


    The script prompts you with questions to ask the customer.


    Sets the relationship between the incident and the solution entry.

    Known Error

    Sets the relationship between the incident and the known error.

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