Note: If multi-tenancy is installed, select the appropriate tenant from the drop-down list. The public (shared) option creates the object for all tenants.
The following fields require explanation:
Specifies the name of the person who initiated the ticket. This person must be a defined contact. You can enter a value directly or click the magnifier to search for the name.
Specifies the contact name of the person affected by the record. Stores current affected contact information in the ticket for use in reporting. Displays special handling indicators when the affected end user is assigned to a special handling type. You can enter a value directly or click the magnifier to search for a contact name.
Indicates the general area of your IT environment affected by the incident (for example, Applications, E-mail, Hardware, and Software). Incident areas provide default values that are entered automatically on all incident tickets assigned to the area. In addition to the predefined incident areas, your system administrator can define custom incident areas. You can enter a value directly, or expand the node to display the defined incident areas and select one.
Note: Your system administrator has the option of adding custom properties to incident areas. If custom properties have been added, they are displayed on the Properties tab when you create, edit, or view an incident ticket. Some custom properties require that you enter a value.
Note: Clicking Reset on the Create New Incident page does not restore the Incident Area field to the previous value.
Specifies the status code of the record. For example, you can list only the tickets with a status code of Fix in Progress, or Close Requested. You can enter a value directly or click the magnifier to search for a status. The blue button (on the left side of the Status field) lets you change the current status to the next default status.
Specifies the priority ranking of the record to determine the amount of attention it receives. The predefined priority levels are 1 (highest) through 5 (lowest). Your system administrator or an active priority calculation can generate the appropriate Priority values for various installations and tenants. When priority calculation is enabled, this field updates based on Impact, Urgency, Affected Service, and Affected User settings. When your administrator disables priority calculation and uninstalls the urgency_on_employee option, Self Service Users see the Priority field on the Request Detail page.
Indicates whether the record is Active or Inactive. This value applies to the current record only, not the associated template.
Detail Fields
Specifies the name of the person reporting the record.
Specifies the name of the person assigned to handle the record. You can enter a value directly or click the magnifier to search for a name.
Specifies the group that is responsible for this record. Your system administrator defines groups of contacts that are responsible for different types of issues, requests, incidents, or problems. Any individual contact assigned to the group can handle the record after it has been assigned to the group. You can enter a value directly or click the magnifier to search for a group.
Specifies the primary service that affects the problem or incident. The CIs of type Service have a class defined in the Enterprise Service Family field. The ticket stores the currently affected service information in the ticket for reporting. You can enter a value directly or click the magnifier to search for a CI.
Specifies the urgency of the record, determined by the importance of the user tasks affected by a record. Urgency codes indicate the importance of a ticket based on the degree to which it affects user tasks. For example, a network outage is more urgent than a printer failure. Your system administrator can modify the default urgency codes, so they can vary from one installation to another. Urgency values can update automatically based on an active priority calculation.
Specifies an impact code, such as 1—Entire Organization, that indicates how a ticket affects work being performed. For example, a ticket that requires a network outage for several hours would have a higher impact than a ticket that takes a printer off-line. Your system administrator can modify the default impact codes, so they can vary from one installation to another.
Specifies that the incident is major or significant. Because of its importance, changes to this value on a ticket generate an activity log entry.
Note: When you copy an incident, the value of this field is cleared. In addition, related tickets (child incidents) do not include the Major Incident value.
Specifies the hardware, software, or service affected by the record. Your system administrator creates a record that uniquely identifies each configuration item for your organization and indicates its precise location. You can enter a value directly or click the magnifier to search for an item.
Provides the number and name of the problem associated with this record. Enter the number or name of the problem directly into this field or click the search icon to search for the problem.
Specifies the date and time to follow up on this record. You can enter the date and time in the format mm/dd/yyyy hh:mm am | pm, or click the calendar icon to open a calendar window where you can select the date and time for follow-up.
Specifies a code that describes a primary symptom of the incident, for example, Slow Response.
Indicates what the analyst did to resolve an incident or request. Resolution codes specify the general resolution of the ticket, for example, an Applied Patch resolution code indicates that the analyst used a software patch to address an incident.
Indicates how an analyst implemented the resolution. For example, a Chat Session resolution method indicates that an analyst used a chat session to address an incident.
Shows the sum of the Urgency and Impact values. Available only for the incident ticket type. Appears when your Administrator adds the Incident Priority field to the Incident Detail page with Web Screen Painter and installs the use_incident_priority option. When the use_incident_priority option is not installed, the Incident Priority value is zero.
Note: The Resolution Codes and Resolution Methods fields are empty unless the administrator sets them up.
Specifies the number and name of the change order associated with this record. You can enter the number or name of the change order directly in this field or click the search icon to search for the change order.
Specifies the change order number when the Incident ticket is the result of changes implemented from a change order.
Specifies an identification for a ticket that belongs to an external system that integrates with CA SDM. This field stores hyperlinks and displays functional links in read-only mode.
Summary Information Fields
Provides a brief description of the record.
Checks the spelling of the text you enter in the Summary field.
Searches for or submits information to the CA SDM Knowledge Base to help resolve tickets.
Describes the record in detail.
Checks the spelling of the text you enter in the Description field.
Displays a running total of the overall amount of time spent working on the ticket. This value is updated each time a change is made to the ticket record. You cannot edit this field.
Tracks the incremental amount of the time spent working on various phases of ticket processing. The timer is reset to 00:00:00 each time you open the ticket record for updates. You cannot edit this field.
Note: The amount of time spent on each activity is shown on the Activities tab of the ticket record.
| Copyright © 2013 CA.
|
Tell Technical Publications how we can improve this information |