Creating source information for an incident ticket

When you create any incident ticket, if you need to get additional information or send some information back to the field service agent, you can add the source of the incident ticket by using the Create source information option and modify that information by using the Source information tab.

To create a source request

Click the Create source information option under the Source Information tab.

(Click the forward play icon to see the entire process)

1. Open an existing incident ticket where you have created the source request.
2. Click Source information > + Create source information.
3. In the Create source information window, enter a Source name.
4. Enter a Source identifier.
5. Enter the URL for the source.
6. Enter the Role for the source.
7. Click Save.

To modify source information

Select an existing source name and click Edit under the Source Information tab.

(Click the forward play icon to see the entire process)

1. Open an existing incident ticket where you have created the source request.
2. Click Source information.
3. Select an existing source name from the list.
4. Click Edit.
5. In the Edit source information window, make the required changes.
6. Click Save.

To delete source information

You cannot delete the source information.

To open the source URL

1. Open an existing incident ticket where you have created the source request.
2. Click Source information.
3. Select an existing source name from the list.
4. Click Launch to open the link in a new window.