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The following slice configuration parameters control features related to Incident Management in the application. They are classified under Parameter Category Incident Management in the Manage configuration parameter form. |
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INC_DISABLE_WORKFLOW_ACTIONS_ON_TICKET_STATUS
This parameter allows the administrator to configure to view or hide the workflow actions based on the configured ticket status.
Title | Description |
| ID | 1058 |
Parameter Name | INC_DISABLE_WORKFLOW_ACTIONS_ON_TICKET_STATUS |
Parameter Description | Set the status to restrict user viewing workflow actions of Incident Ticket. |
Default value | Closed |
Valid value | Active, Approved, Archive, Closed, Complete, Escalated, New, Pending, Queued, Request- Delete, Resolved, Submitted |
Impact Area | Incident Ticket workflow actions |
Appears on Interface | Analysts and SELF-SERVICE USERS |
INC_INITIAL_STATUS
This parameter controls the initial status on a new Incident Ticket.
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Title | Description |
| ID | 927 |
Parameter Name | INC_WORKLOG_REQUIRED_FIELDS_LIST |
Parameter Description | Set the worklog fields which you would like to mark as required fields when adding a worklog for incident tickets. The fields that are specified as mandatory require the user to provide a value compulsorily. If the value is not available, a message asking the user to provide the value before saving the Ticket record displays. |
Default value | All boxes unchecked |
Valid value | Checkbox options |
Impact Area | Incident Ticket – Worklog fields |
Appears on Interface | Agent |
INC_INITIAL_SOURCE_FOR_EMAIL_CONVERSIONS
| Title | Description |
| ID | 954 |
| Parameter Name | INC_INITIAL_SOURCE_FOR_EMAIL_CONVERSIONS |
| Parameter Description | Sets the initial source (origin) for a new incident created via conversion of incoming emails. |
| Default Value | |
| Valid Value | Text from Dropdown |
| Impact Area | Incident |
| Appears on Interface |