Configuring Impact in Service Request

Owned by Enterprise IT
May 08, 2024
4 min read

Impact configuration in Global Tenant

Impact defines the effect of a Service Request (SR) on the users. You can configure and modify the Impact values for a Global or Local Tenant. You can create a configuration in Global Tenant which is inherited from all the Local Tenants. For more information, see Global Tenancy Overview.  

You can perform the following functions in Impact Configuration in Global Tenant:

Configure Impact for Global Tenant 

To add Impact to the Global Tenant, perform the following steps:

  1. Navigate to Request > Configuration > SLA Configurations > Impact.
    The Impact List page is displayed.

  2. Select the Tenant as GLOBAL TENANT > In the ACTIONS Panel, click ADD.
    The Impact Details page is displayed.


    Figure: Impact Details Page



  3. Enter the Details and click Some of the fields are explained in the following table.

    Field

    Description

    DETAILS

    Impact Name*

    Enter the Impact Name.

    Sort Order

    Type in a numeric value, which indicates the sequence number in which the Impact will be displayed in the Impact list on the configuration pages of the application.

    Default

    Select this check box to display the Impact value as the default Impact value on the other pages of the application. 

    Active

    If you select the Active check box, the Impact becomes an available option on the other pages of the application.

Viewing Configurations 

To view a configured Global value inherited to the Local Tenant, perform the following steps:

  1. Navigate to Request > Configuration > SLA Configurations > Impact.

  2. Select a Local Tenant > In the ACTIONS Panel, click SHOW LIST.

    The Configured Impact will be represented by a Globe Icon next to It.


    Figure: Global Icon next to Configured Impact.

  3. In the List page, you can view the value configured at the Global tenant being inherited to the Local tenant.

Note

  • As this is a Global Tenant configuration only few fields are editable. The changes made to the editable fields on this page are saved only for the selected Tenant. If any changes are made to the editable fields at the Global Tenant level, the changes made on this page are not overwritten.

  • All the configurations in the Global tenant are inherited to the Local tenant.

  • The ID of the Local value will not be the same as the Global value. In the backend, a copy of the copy value will be created for every Local tenant. These values will carry a reference to the Global value.

Editing configured Global value in the Global Tenant 

To Edit/Activate/Deactivate a Global value, perform the following steps:

  1. Navigate to Request > Configuration > SLA Configurations > Impact.
    The Impact List page is displayed.

  2. Select the Tenant as GLOBAL TENANT.

  3. Click the ID of the Impact to be Edited/Activated/Deactivated.

  4. You can edit the values (or) Clear the Active checkbox to Activate/Deactivate the value. 


    Figure: Editing Impact Details. 

  5. Click SUBMIT.


Note

You cannot deactivate a Global value configuration if there are any open records using the same configuration. Upon clicking Submit, system will display validation message as “This value is being used in open transaction here. Modify them to deactivate the value. “

Delink Global Impact value 

The Delink option is provided in the Actions panel when there is a Global value configuration in details page of a Local tenant. You can Delink a Global value configuration in Local Tenant to make changes to any properties that were earlier restricted as they were a Global value configuration.

To Delink a Global Impact value, perform the following steps:

  1. Navigate to Request > Configuration > SLA Configurations >Impact

  2. Select the desired Local Tenant.

    The Impact List page is displayed. 

  3. Click on the ID of the Impact value to be Delinked.



  4. In the ACTIONS Panel, Click the De-link. 

    The Details will become configurable.



    Note

    All the properties of the configuration will be configurable upon clicking the De-link option and you will get a prompt, “By delinking the values, Global value will be converted to Local, post clicking on the Submit button.”



  5. Click SUBMIT and then click OK to Save the details.

    After the details have been saved, click SHOW LIST to view the Delinked Configuration.

    • The Delinked Configuration will be replaced by a De-link Icon to signify that the configuration has been converted to Local value.

    • When you hover over the De-link icon you can view the tooltip as ‘Global value converted to Local value.’

    • A Global value once Delinked cannot be Re-linked.