Form Arrangements
A Form Arrangement is a tabbed collection of child Forms and records that can be dynamically displayed on a parent Form/record to convey related information (example: Journals or Tasks related to the parent record, or an additional Form for the same record that displays fields in a different way).
A Form Arrangement can display:
- A Form from any configured Relationship: For example, the Incident Business Object is often in a Relationship with the Journal, Task, Configuration Item, and Problem Business Objects, so any of those Forms/records can be displayed in the Incident's Form Arrangement. If a Form/record in the Form Arrangement is in an owned by Relationship with the parent Form/record (example: Incident Owns Journals), then it can by edited; however, Forms/records in linked Relationships (example: Incident Links Problem) are read-only.
- Any Form created for the same Business
Object: For example, Incident has several Forms that display Incident
fields in different ways (example: Resolution Details, Incident Details, etc.),
so any of these Incident Forms can be displayed on the main (default) Incident
Form.
Tip: This is useful for displaying summary information, a subset of information, or information that is not always visible (example: Details from an Embedded Form).
A typical Form Arrangement might include:
- Journals: Track what occurs during the lifecycle of a record (example: Notes and history).
- Tasks: Track a piece of work that is created and assigned to another CSM User or Team.
- Approvals: Track approving/denying/abstaining content by one or more designated Users or Teams.
- Configuration Items: Track managed assets that make up the CMDB.
- Knowledge Articles: Track records that share Knowledge (example: FAQs, how-tos, workarounds/solutions, tutorials, processes, reference, etc.) among Users and Customers.
- Discussions: Track discussions with Customers and/or other Users.
The following figure shows an example Incident Form (1) with its Form Arrangement (2). The Incident Form Arrangement contains important data related to an Incident (example: Journals, Tasks, Resolution Details, Problems, etc.).
CSM provides an OOTB Arrangement for each OOTB Major Business Object. Use these OOTB Form Arrangements as-is, edit them, or create your own using the Form Arrangement Editor (accessed from within a Blueprint in CSM Administrator).