NOTE: If you create a new item in
the explorer view's base pane, an item is created using the default
template. After the default template is applied, Service Desk will
try to enter the information selected in the navigation pane. For
example, you have an explorer view with service calls in the base
pane and configuration items in the navigation pane. If you create
a new item in the base pane, the configuration item you selected in
the navigation pane will be related to the service call. Pay
attention to the following situations:
- The information from the navigation pane will replace information from the template. If in the above example the default template created a relation to a new configuration item, then a new configuration item is created. However, the relation to the new configuration item is replaced by the relation to the configuration item selected in the navigation pane.
- If Service Desk cannot enter the information from the navigation pane into the new item, then no information is entered in the new item. For example, Service Desk is not able to enter a caller location in a service call. If you navigate on caller locations and create a new service call in the base pane, no information from the navigation pane is entered in the service call, and values from the template are not erased.
- If no information is available in the navigation pane, then no information is entered in the new item. For example, if no configuration items or caller locations are defined in the previous examples then no information is entered, and values from the template are not erased.