Incident Data Fields

The incident data fields are the main information entry points for the incident. With few required fields, the incident form is designed to be flexible in how much information is recorded per incident. Each incident record includes a record of the requester and the initial details of the incident.

When you open a new incident, ChangeGear automatically populates the Requester, E-Mail, Phone, Location, Department, and Created date and time fields. ChangeGear also automatically assigns the next sequential unique ticket ID number available for the module.

If you want to change the Requester, begin to type the name in the Requester field. ChangeGear auto-completes the rest of the name or narrows the choices in the drop-down menu. Use the button by the user fields (Requester, Owner, Assigned To) to select a team.

Use the drop-down menu or the button by the Requester's Item(s) and Business Service(s) fields to select impacted resources or business services. The Business Service(s) automatically populates depending on the Impacted Resource. See Identifying Impacted Resources for more information about adding Requester's Items.

To utilize time tracking, click the group arrow to show the Origin, Time Spent, Total Time, and Impacted Business Services Fields. See Tracking Time for more information about time tracking.

The Impacted Business Services field lets you select Business Services that are affected by this Incident.

You cannot create an incident report if you do not enter information into the following required fields (marked in red): Requester, Summary, Due Date, Incident Type, Impact, Urgency, and Priority.

Utilizing BPAs (Business Process Automations), the Incident ticket Priority field can be automatically set based on incident attributes. BPAs can be based on any Incident attribute, however, the Incident Priority is typically derived by Impact and Urgency. The Priority field can be manually modified even after a preset by an automation.

For ChangeGear users that are not end users, the Incident form displays a VIP icon next to the Requester if the Requester has been designated a VIP user by the ChangeGear administrator. The VIP status of a ticket is determined when the ticket requester is auto-filled or modified in a ticket. If a user is marked by the ChangeGear administrator as no longer having VIP status, any previous tickets requested by that user are still marked as VIP unless the requester is modified.

Tip: Forms may have collapsed field data for less frequently viewed fields. You can expand fields by clicking the arrow on the form to edit/view additional fields.

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