This documentation supports the 9.1 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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  1. Veeral Oza

    It is still not clear from the documentation, what is enhancement done to the decision tree functionality?


    Jun 29, 2016 04:29
    1. Bhakti Paranjpe

      Hello Veeral,

      The overall look and feel, layout, and functionality of the decision tree feature was improved, making it more user-friendly. Specifically, with the enhanced functionality, if you have multiple main branches configured, you can view all main branches and select a main branch.

      I have added a reference to the corrected issue that provides more information.

      Hope this helps.


      Jun 30, 2016 05:24
      1. Veeral Oza

        Hi Bhakti,

        This new functionality is making the decision tree feature more and more UN-usable.

        Now, there is only 1 main branch and remaining child branches. If I select a Child - branch, I am not able to find which is the corresponding branch item.

        I see all the branches-child branches and branch items in one single interface.

        In the earlier version, this feature was at-least some-what usable, but now it is not usable at all.



        Veeral Oza 

        Feb 12, 2017 11:10
  2. Pedro Cardoso

    So I understand the decision tree, after this enhanced becomes a two level tree? the Main and the Detailed correct? there are not more navigation thru branches...





    Feb 08, 2017 05:10
  3. Josue Araujo

    Hi Bhakti Paranjpe, sorry we have a question related to the new improvement in decision tree functionality.


    i have multiples branches configured, but when i request the decision tree functionality, i see all branch and branch items.


    I see that the qualification in the branch table changes:


    ('Decision Tree ID' = $Decision Tree ID$) AND ('Branch ID-Main' = $z1D TableChar01$)


    If i change the status of the branch or branch item to offline, these items are showed, because the qualification does not apply to status.


    sorry, what was the reason for change the functionality?


    Now i need define a main branch in the first level and in the second level   branch(es) or branch item(s), the actual functionality not allow more navigation thru branches.


    Please give us more details about the improvements in the decision tree functionality.





    Feb 10, 2017 11:44
    1. Mokshada Shivarekar


      Thank you for inquiring. I will work with SME and get back to you.



      Feb 12, 2017 10:27
    1. Mokshada Shivarekar

      Hello Josue,

      The functionality was changed to address an issue with the configuration of multiple main branches. Please refer to the corrected issue SW00508490.

      Please find the updated workaround.

      The workaround for the qualification issue that you are facing is as follows:

      1. On Form CFG:Decision Tree-Branch, select table field - z2TH Decision Tree Branch(301964000).
      2. In Attributes > Tree/Table Property, update the existing qualification as follows:

        ('Decision Tree ID' = $Decision Tree ID$) AND ('Branch ID-Main' = $z1D TableChar01$) AND ('Status' = "Enabled")

      3. Next, on Form CFG:Decision Tree-Branch > Dialog View, select table field z2TH Branch(301967300).
      4. In Attributes > Tree/Table Property, update the existing qualification as follows:
        ('Decision Tree ID' = $Decision Tree ID$) AND ('Branch ID-Main' = $z1D TableChar01$) AND ('Status' = "Enabled")

      Please note that the qualification issue will be fixed in the upcoming service pack release.




      Mar 02, 2017 02:23