Recording incident source
To record the source of incidents, add the Incident Source field on the page layout. You can drag the Incident Source field in the required section of the page layout.
While creating a record, staff users can select the required value in the field.
Setting picklist values to identify incident sources other than provided by default
You can identify incident sources, such as Self Service Mobile application and chatbot in Self Service application, by adding the following distinctive values in the picklist.
|To identify the source as
|Self Service Mobile application
|Mobile Self Service
|Self Service Analyst application
|Chatbot in Self Service application
For Self Service Mobile application, if you add only one of the two Mobile values to the picklist, then the updated incident source value will be reflected only for that respective application.
For example, if only Mobile Self Service is added in the picklist value then records created from Self Service Mobile application will have the incident source as Mobile Self Service and records created through Self Service Analyst application will show a blank value in the Incident Source field.
To add picklist values
- Click Setup.
- Go to Objects > Incident > Incident Source.
- In the Value section, add the picklist values based on your requirement.
- Click Save.