Incident Configuration Options

The Incident Configuration Options page allows the administrator to configure options for the Asset module.

To set incident configuration options:

1. Open the Administration Menu page.

2. Under the INCIDENT ADMIN heading, click Configuration Options.

3. In the Enforce Security? field, select Yes or No.

   When set to yes, a system or regional administrator has the ability to specify which incident types a user has access to.

   If Yes appears as uneditable text, the enforce security option has already been set and cannot be modified.

4. In the Email Address Required field, select Yes or No.

   If set to Yes, a user must specify his or her email addresses when creating an incident.

5. In the Phone Required field, select Yes or No.

   If set to Yes, a user must specify his or her phone number when creating an incident.

6. In the Cost and Recovery field, select Yes or No.

   If set to Yes, the financial information associated with any work orders or recovered costs will be displayed on an incident.

7. In the Display Department field, select Enabled or Disabled.

   If set to Yes, a user can specify his or her department when creating an incident.

8. In the Department Required field, select Yes or No.

   If set to Yes, a user must specify his or her department when creating an incident.

9. In the Require Root Cause Upon Close field, select Yes or No.

   If set to Yes, a user is required to select a root cause before closing an incident.

10. In the Require Incident Close Date Upon Close field, select Yes or No.

    If set to Yes, a user is required to enter a close date before closing an incident.

11. Set the Incident Notification email fields.

    Email notifications can be sent when an incident is created and an update has occurred. For more information see Incident Types and SubTypes, Incident Notifications – Property, and Incident Notifications – Region.

    Note:

    All of the following values can contain static text, email tokens, and HTML tags.

    Email tokens are system field variables that are replaced with appropriate values when the email is sent. For example, the %lbl_request_id% token inserts the work request ID.

    HTML tags can be used to format text or insert hyperlinks. For example <b>text</b> creates boldfaced text.

    1. Incident Create Notification Subject – Enter a value to indicate the subject line used for emails sent to notify a user that an incident has been created.

    2. Incident Create Notification Body – Enter a value to indicate the body text for emails sent to notify a user that an incident has been created.

    3. Incident Update Notification Subject – Enter a value to indicate the subject line used for emails sent to notify a user that an incident has been updated.

    4. Incident Update Notification Body – Enter a value to indicate the body text for emails sent to notify a user that an incident has been updated.

12. Click UPDATE.