Incident Management Parameters

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.

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

 ID1058

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.

Title

Description

 ID145 

Parameter Name

INC_INITIAL_STATUS

Parameter Description

Set the initial status for a new Incident Ticket. The default value is New. The administrator can choose an alternate valid value.

When a new Incident Ticket is saved for the first time, the value for the Status field is automatically set to a Default value set by the Administrator.

Default value

New

Valid value

Dropdown Options

Impact Area

Ticket Lifecycle workflow – Status

Appears on Interface

All users

INC_INITIAL_REASON_CODE

This parameter controls the Initial Reason Code on a new Incident Ticket.

Title

Description

 ID146 

Parameter Name

INC_INITIAL_REASON_CODE

Parameter Description

Set the Initial Reason Code value for a new Incident Ticket, when the ticket is first saved. The default value is Identified.

The administrator can set any alternate valid value. When a new Incident Ticket is saved for the first time, the value for the Reason Code field is automatically set to the default value set by the administrator.

Default value

Identified

Valid value

Text

Impact Area

Ticket Lifecycle workflow – Reason Code

Appears on Interface

Analysts and SELF-SERVICE USERS

INC_INITIAL_PHASE

This parameter controls the initial Phase on a new Incident Ticket.

Title

Description

 ID156 

Parameter Name

INC_INITIAL_PHASE

Parameter Description

Set the Initial Phase for a new Incident Ticket. The default value is Initial Diagnosis. The administrator can define any alternate valid value.

When a new Incident Ticket is saved first time, the value for the Phase field is automatically set to the default value defined by the administrator.

Default value

Initial Diagnosis

Valid value

Text

Impact Area

Ticket Lifecycle workflow – Phase

Appears on Interface

Analysts and SELF-SERVICE USERS

INC_DISABLE_USER_EDITING_TICKET_STATUS

This parameter controls the ability of user to edit Incident Ticket in identified statuses.

Title

Description

 ID297 

Parameter Name

INC_DISABLE_EDITING_TICKET_STATUS

Parameter Description

Set the status to restrict user editing of Incident Ticket. The default value values are Resolved or Closed.

Incident Ticket in any of the specified status cannot be edited by any user and can be accessed in Read Only mode.

Default value

Resolved and Closed

Valid value

Text from Dropdown list

Impact Area

Incident Ticket Updates

Appears on Interface

Analysts and SELF-SERVICE USERS

INC_REQUESTER_REPLY_STATUS

This parameter controls the status updated when a requester replies to an incident ticket.

Title

Description

 ID 783

Parameter Name

INC_REQUESTER_REPLY_STATUS

Parameter Description

This parameter defines the status value to be set on the Incident Ticket when an email response is received from ticket requester or requested for contact or it is manually updated by Self-Service users. Default is blank.

Valid values are Ticket Status values. It enables the administrator to specify a status (for example, Queued) to automatically update the status of the Incident Ticket, which is based on Email interaction with Requester or Requested For or manual update by SELF-SERVICE USERS.

Default value

Blank

Valid value

Text (dropdown list)

Impact Area

Incident Ticket Status

Appears on Interface

Analysts

INC_REQUESTER_REPLY_REASON_CODE

This parameter sets the Reason Code on an Incident Ticket updated by requester response.

Title

Description

 ID612 

Parameter Name

INC_REQUESTER_REPLY_REASON_CODE

Parameter Description

Set the Reason Code to be displayed on the Incident Ticket when an email response is received from ticket Requester or Requested For contact or it is manually updated by Self-Service users. Default is Blank.

This enables the administrator to provide a text to be automatically populated in the Reason Code field of the Incident Ticket to indicate Email interaction with Requester or Requested For or manual update by Self-Service users.

Default value

Blank

Valid value

Text

Impact Area

Incident Ticket – Reason Code

Appears on Interface

Analysts

INC_ENABLE_CUSTOM_FIELDS

This parameter manages the display of Custom Fields on incident tickets.

Title

Description

 ID 701

Parameter Name

INC_ENABLE_CUSTOM_FIELDS

Parameter Description

When the parameter value is set to Yes, the Additional Information tab is displayed on the incident tickets, with the Customs Fields associated with the Ticket.

Custom Fields allow tracking information in addition to the standard fields for incident tickets. Setting the value to No hides the Additional Information tab and disables the ability to capture information from the Customs Fields.

Default value

Yes

Valid value

Yes/No

Impact Area

Incident Ticket-Additional Information tab

Appears on Interface

Analysts and SELF-SERVICE USERS

INC_DEFAULT_ASSIGNMENT_GROUP

This parameter identifies the support group to which incident tickets get assigned by default.

Title

Description

 ID768 

Parameter Name

INC_DEFAULT_ASSIGNMENT_GROUP

Parameter Description

Specify the default support group to which incoming Incident Ticket get assigned when no assignment rules get executed. The default value value is 1 (Administration Group).

The Incident Ticket gets assigned to the specified group by default, and the Assigned to Group name is set in the Assigned to field; with the Status value set as Default Initial Status.

The ticket is visible to the members of the Assigned Group in the Ticket List (Incident ticket List and Ticket List under Home).The Administrator can specify the ID for any support group to which all new incident tickets get assigned for processing.

Default value

1

Valid value

Group ID

Impact Area

Incident Ticket  Assigned to Group field

Appears on Interface

Analysts and SELF-SERVICE USERS

INC_MATCH_INCIDENT_ON_CREATE_USING_XML

This parameter manages relating of an email received to open incident tickets.

Title

Description

 ID 840

Parameter Name

INC_MATCH_INCIDENT_ON_CREATE_USING_XML

Parameter Description

If the parameter value is set to Yes, the description field of incoming Email XML is compared with the descriptions of Open Incident tickets.

If a match is found, the email XML modifies the matching open incident ticket instead of creating a new Incident ticket. If the value is set to No, a new Incident Ticket is created using incoming Email XML.

Default value

Yes

Valid value

Yes\No

Impact Area

Incident ticket creating using Email

Appears on Interface

Not Visible on GUI

INC_INITIAL_PRIORITY

This parameter controls the initial Priority value on a new Incident Ticket.

Title

Description

 ID 888

Parameter Name

INC_INITIAL_PRIORITY

Parameter Description

Set the initial Priority for a new Incident Ticket. The default value is Medium (Code 3). You can specify any alternate value from available options.

The default initial value of Priority represents the most common value users may assign. Users can change it if necessary for a specific ticket.

A default initial value also ensures proper functioning of processes which cannot accept a Blank Priority field. All new Incident tickets carry the default Priority value defined.

Default value

Medium

Valid value

Text from Dropdown

Impact Area

Incident Ticket – Priority field

Appears on Interface

Agent and SELF-SERVICE USERS

INC_INITIAL_SOURCE

This parameter controls the initial Source value on a new Incident Ticket.

Title

Description

 ID889 

Parameter Name

INC_INITIAL_SOURCE

Parameter Description

Sets the initial Source for a new Incident Ticket. The default value is Web (Code 4). You can set any alternate value from the available options.

The default Initial Source represents the most common mode of user’s interaction with Service Desk. An agent can change the value if necessary for a specific ticket. All new Incident tickets carry the default source value defined.

Default value

Web

Valid value

Text from Dropdown

Impact Area

Incident Ticket – Source field

Appears on Interface

Agent and SELF-SERVICE USERS

INC_INITIAL_URGENCY

This parameter controls the initial Urgency value on a new Incident Ticket.

Title

Description

 ID 890

Parameter Name

INC_INITIAL_URGENCY

Parameter Description

Sets the initial Urgency for a new Incident Ticket. The system default is Medium (Code 2). You can set any alternate value from the available options.

The default initial value of Urgency represents the most common value users can assign. A user can change it if necessary for a specific ticket.

Default initial value also ensures proper functioning of processes which cannot accept a Blank Urgency field. All new Incident tickets carry the default source value defined.

Default value

Web

Valid value

Text from Dropdown

Impact Area

Incident Ticket – Urgency field

Appears on Interface

Agent and SELF-SERVICE USERS

INC_INITIAL_IMPACT

This parameter controls the Impact value on a new Incident Ticket.

Title

Description

 ID891 

Parameter Name

INC_INITIAL_IMPACT

Parameter Description

Sets the initial Urgency for a new Incident Ticket. The system default is Medium (Code 2). You can set any alternate value from the available options.

The default initial value of Urgency represents the most common value users may assign. A user can change it if necessary for a specific ticket.

Default initial value also ensures proper functioning of processes which cannot accept a Blank Urgency field. All new Incident tickets carry the default source value defined.

Default value

Medium

Valid value

Text from Dropdown

Impact Area

Incident Ticket – Impact field

Appears on Interface

Agent and SELF-SERVICE USERS

INC_ENABLE_APPROVAL_ROUTING

This parameter manages approval routing for incident tickets.

Title

Description

 ID 908

Parameter Name

INC_ENABLE_APPROVAL_ROUTING

Parameter Description

When the parameter value is set to Yes, multi-tiered approval routing for the incident ticket gets enabled. The administrator can configure workflow actions for Submit for Approval and can Withdraw from Approval for incident tickets. All incidents pending approval display in the My Outstanding Items workspace.

Set the parameter value to Yes to enable Approval Routing for incident tickets.

Default value

No

Valid value

Yes/No

Impact Area

Incident Ticket – Approval Process

Appears on Interface

All users

INC_WORKLOG_REQUIRED_FIELDS_LIST

This parameter manages the fields in the worklog section which are to be marked as Required Fields.

Title

Description

 ID927 

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

TitleDescription
ID954
Parameter NameINC_INITIAL_SOURCE_FOR_EMAIL_CONVERSIONS
Parameter DescriptionSets the initial source (origin) for a new incident created via conversion of incoming emails.
Default Value Email 
Valid Value Text from Dropdown
Impact Area Incident  
Appears on Interface 

INC_REQUESTER_REPLY_PHASE

The parameter defines the phase of a ticket when an email response is received from the ticket's requester or requested-for contact.

TitleDescription
Parameter NameINC_REQUESTER_REPLY_PHASE
Parameter Description

This configuration defines the phase of a ticket when an email response is received from the ticket's requester or requested-for contact 

Default Value-
Valid Value 

-

Impact Area Advance Ticket Center
Appears on Interface All Users


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