Incident Design Ideas

CSM provides an OOTB Incident workflow with all the features you need to successfully log/resolve Incidents and log/fulfill Requests. You can use this workflow as-is, or tailor it to meet the needs of your organization. Design ideas include:

• Fields: Change which Fields are required and when, which Fields support Rich Text, etc.
• View Counter: Incrementally track the number of times a record is viewed by a Customer or User in the Desktop Client, Browser Client, and Portal. View Counter functionality is configured in CSM Administrator.
• Statuses: Change Incident statuses and/or the One-Step Actions that are initiated when an Incident enters each status.
• Form: Change the Form theme (background and text color), tab order, and size. Change the threshold and/or colors for priority.
• Actions and One-Step Actions: Create Actions/One-Step Actions to automate your workflow, or implement any of the unused example One-Step Actions that are shipped with CSM (ex: "Notify Owned By of Edits" One-Step Action).
• E-mail: Change the templates that are used to create the e-mails sent by One-Step Actions or Automation Processes (ex: Resolved Confirmation). The e-mail templates are defined as part of the One-Step Action. Or, disable/change when and to whom notifications are sent.
• Automation Processes: Enable/disable the Automation Processes that monitor Incidents (ex: Monitors for SLA resolve/respond by deadline breaches, automatic notification e-mails, etc.) Consider creating Automation Processes to notify stakeholders of a Major Incident or to coordinate a Major Incident effort.
• Validated Field values: Use Table Management to add/edit Lookup Object values to use in drop-down menus (ex: Cause Codes).
  Detailed step-by-step instructions for the above is beyond the scope of this document.