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
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.

Title	Description
ID	145
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
ID	146
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
ID	156
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
ID	297
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
ID	612
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
ID	768
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
ID	889
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
ID	891
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
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	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.

Title	Description
Parameter Name	INC_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