Configuring Log Incident Page

Owned by Enterprise IT
May 29, 2024

SummitAI Service Management Help

Incident Management

You can configure one or more static and custom fields and provide required display names to the fields as per the organizational needs. Also, you can make a field mandatory where the users must fill in a value to save the record.

Configuring Log Incident Page

To configure Log Incident page, perform the below steps:

  1. Select Incident > Configuration > Incident Masters > Log Incident Page.
  2. On the LOG INCIDENT PAGE, select the Tenant.
  3. Select the Customer name in the Customer list box.
  4. Select the required rule from the Attribute by Rule drop-down list.

  5. Select the check boxes for the fields that is to be displayed on the NEW INCIDENT page. You can also specify a specific label name for the fields under Label and indicate if the field should be mandatory by selecting the Mandatory check box.

    Note:

    On the LOG INCIDENT PAGE, the custom attributes tagged/linked to specific rule/selected rule are highlighted in different color as show below.

  6. Select the Active check box to make this configuration active for the selected Tenant and Customers.
  7. Click SUBMIT to save the configuration.


    Figure: LOG INCIDENT PAGE

Based on the selections on the LOG INCIDENT PAGE, the options are displayed on the NEW INCIDENT page using which the End Users can log new Incidents (see: Logging Incidents).

Note:

You can create the Custom Groups and Custom Group Values by using the Form Builder (Admin > Basic > Infrastructure > Form Builder). Using Custom Groups, you can define custom sections on the NEW INCIDENT page. Using Custom Group Values, you can add Custom Fields under the custom sections on the NEW INCIDENT page (see: Configuring Custom Fields for Incident Management).