Feature released in SummitAI Incident Management (#25712, Denali)

What's New?

The End User and Analysts now when log Incidents, their specific details, such as Business Unit and Department get auto-populated. This avoids the need to key in the details, hence, also avoids making any errors. Following is the screenshot of the Incident ID page:

Figure: Incident ID page

Note:

The Auto-Populate section (Custom Fields) highlighted in the above screenshot (Incident ID page) is also available on the New Incident and New Incident for User pages.
Only if Auto Populate is enabled in the Form Builder, the User Custom Fields details are auto-populated.
The Analysts can change the Caller even if Auto Populate is enabled at the Custom Fields level.

Configuration

The Administrators needs to configure the Auto Populate option for the Incident Management module to auto-populate the User details for the selected Custom Fields. A new Auto Populate check box is available on the PROPERTIES panel for Incident Management Custom Attributes on the Form Builder page (Admin > Basic > Infrastructure > Form Builder > Select the Module). Enable the Auto Populate check box on the PROPERTIES panel on the FORM BUILDER page to auto-populate the configured values on the New Incident, Incident ID, and New Incident for User pages. For more information see, Configuring Custom Fields for IM Module.

Figure: FORM BUILDER page: FORM BUILDER tab

The following fields are displayed only if the Auto Populate check box is selected on the FORM BUILDER page:

Dependent Attribute: To auto-populate the Custom Field and map the Dependent Attribute field value to the preferred type of user.
Value Attribute: To auto-populate the Custom Fields and map the field value to the user fields.
Editable: If selected, the End Users can edit the values in the configured Custom Fields.

Note: On the above screenshot, the GAuto_TB field depicts the location of the Requester.