HELP FILE

Set Default Field Selections for New Incidents

Incidents for a service can be configured to open new records with a few of the text fields and drop-down menus pre-populated with default information. Administrators can use the Default Selections tab to modify the way new incidents are automatically created and classified by setting default owners, assignees, priorities, etc.

Modify the default selections for new incidents

Note: If you can't find the user, group or Company you are looking for, make sure that you have added them to the service you are working under.

1. Click Configure > Services > [select service] > Incidents > Default Selections.

2. All of the agents, groups and companies on the service are available in the drop-down menus to select as follows:

• Default Owner
• Default Owner (for incidents submitted by customers)
• Default Assignee
• Default Assignee (for incidents submitted by customers)
• Default Priority
• Default Type

Note: Owners will always be notified of the closure of an incident.

3. If desired, select the following options to enable them: 

• Check "Show in Portal" by default for incidents linked to customers
  This option automatically selects the "Show in Portal" check box on the incident form option (which allows customers to see changes made to an incident) for incidents under the selected service.
• Check "Close" by default when resolving incidents
  This option automatically marks incidents as "Closed" when they are marked "resolved.
• Allow customers to reassign incidents
  This option allows customers under the selected service to reassign incidents from within the Customer Portal to themselves and back to the agent (it does not allow customers to change the assignee to different agents).
• Check "Hide from customer" by default on new comments
  This option automatically enables the "Hide from customer" check box at all times, ensuring that all activity on an incident is hidden from customers unless otherwise marked by agents.

4. Click  Save when finished.

Related

Use Services and Service Management

Create, Configure and Manage Services

Enable & Integrate a Service's Support Email Address

Create Templates (Incidents and Releases)

Set Priorities and SLAs (Incidents)

Set Priority Levels (Problems, Changes and Releases)

Set Statuses

Set Types

Set Categories

Add Custom Fields

Set Approvers (Changes and Releases)

Set Up Triggers

Configure Service Access

Solicit Feedback (Incidents)