Enabling advanced impacted areas for incidents

As an administrator, you can enable advanced impact areas for incidents so that service desk agents can add operational, business, and financial impacts, and affected sites. You can enable the advanced impacted area capability at the Global level and not for specific companies. The advanced impacted areas are visible in the Impacted Areas console.

If you do not enable advanced impacted areas, the old impacted areas for incidents are preserved, and no new changes are applied to the impacted areas.

To address your organization's requirements, you can create and configure customized fields for the impacted areas by defining menu items. With this customization, you get the flexibility to define custom values for the following fields.

• Assessment Status
• Communication Channels
• Compliance impact
• Currency
• Impact Level
• Impact Type
• Reputational Impact
• Service Availability
• Stakeholders
• User Type

To enable advanced impacted areas for incidents

1. As an administrator, click Settings .
2. Expand Incident Management > Application Configuration.
3. Make sure that for the Company field, Global is selected.
4. Click the Advanced impacted areas configuration.
   
5. On the Edit configuration page, enable the Configuration value.
6. To restrict incidents from being resolved when impacted area records are in the Draft status, enable the Restrict incident resolutions for draft records option.
7. Click Save. 

To configure additional values for existing fields in the Impacted areas

1. As an administrator, click Settings .
2. Expand Incident Management > Menu Items.
3. Click + Menu Item.
4. On the Create Menu Item window, select the Menu name for which you want to define a new value.
   For example, select Assessment status.
5. To define the value, click Localize.
6. Specify the value for the English - United States locale.
   For example, specify In progress as the new Assessment status.
7. (Optional) Specify the value for additional locales.
8. Click Save.
   The default value of the field is visible in the Menu option field.
9. To make the field active, select Active from the Status list.
10. To make the field visible on the UI, enable the Available on UI option.
    
11. Click Save.

Examples

• Jordan, an administrator at Apex Global, enables advanced impacted areas for incidents. Service desk agents can now add advanced impacted areas for incidents from the Impacted Areas console. This helps service desk agents gather comprehensive information about the impact, including business, operational, and financial impact. They can assess the impact better, and set a higher priority for the incidents to resolve them quickly.
• Jordan defines two custom fields for the impacted areas. He adds a new assessment status of In progress, and defines the Indian Rupee and Australian Dollar as two new currencies. Service Desk Agents from the APAC region in Apex Global can now add financial impact in Indian and Australian currencies.

Where to go from here

Defining advanced impacted areas for incidents