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
Starting with BMC Remedy ITSM 8.1 Service Pack 2, 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
- Open the incident request or problem investigation record.
- In the Navigation pane, choose Functions > Impacted Areas.
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.
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.
- When you finish indicating the impacted areas, click Close.
Comments
Hi! Can you give me some case scenario why that would be useful during IM or PM process flow? Thanks!
Hi Andrej,
I don't think that this is necessarily used in the process flow, but is more for the information of the field agent or service desk agent who needs to either arrange travel or local support for the incident or the problem. Having the affected area lets the assignee know where the issue is taking place, in case that has any bearing or impact on their planning.
It would also be useful for reporting, to recognise if any one location is experiencing a higher rate of incidents or problems, and so on.
Does that help?
Let me know if this isn't what you need.
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