This documentation supports the 18.08 version of Service Desk.

To view the latest version, select the version from the Product version menu.

Indicating impacted areas

The Impacted Areas dialog box gives you a place to show the region, site, location, and so on, that are affected by the content of the record. Use the following procedure to indicate the impacted areas.

Note

You can configure the Incident Request form and the Problem Investigation form to automatically populate the fields in the Impacted Areas dialog box.

If you configure the Incident Request form to automatically add impacted area information, the application uses the location information of the person named in the Customer field. If you later change the contents of the Customer field or if you change the customer's location information (on their people form record), the application automatically updates Impacted Areas to show that change.

If you configure the Problem Investigation form to automatically add impacted area information, the application takes that information from the location provided in the Problem Location field. If you later change the contents of the Problem Location field, the application automatically updates Impacted Areas to show that change.

You enable this feature from the Incident Rules configuration form and the Problem Rules configuration form.

To indicate an impacted area 

  1. Open the incident request or problem investigation record.
  2. In the Navigation pane, choose Functions > Impacted Areas
  3. From the Impacted Areas dialog box, select items from the various lists that help describe the impacted area appropriate for the incident you are working on, for example, Company, Region, and so on.

    Note

    Required fields are marked with an asterisk.

  4. Click Add.

    Note

    You can add as many impacted areas as necessary. You can also delete areas that you have previously chosen in this dialog box.

  5. When you finish indicating the impacted areas, click Close.
Was this page helpful? Yes No Submitting... Thank you

Comments