This tab allows you to specify which fields are available to users when viewing the Incident List from within the Self Service Portal. The Incident List contains details of all Incidents that the user is permitted to see.
To set a fields visibility state; simply check or uncheck the required item from the list. A summary table of each of the fields and the data they represent is shown below:
|
Field |
Data Type |
Description |
|
Active |
True/False |
States if the Incident is in an active or inactive Status. |
|
Attachments |
Number |
Shows the number of file attachments associated with the Incident. |
|
Category |
Text |
The Category of the Incident |
|
Custom Classification |
Text |
The Custom Classification of the Incident (if applicable). |
|
Escalate Time |
Date Time |
The Escalate Time of the Incident (if applicable). |
|
Group |
Text |
The Group that the Incident is assigned to. |
|
Logged By |
Text |
The ID of the user who first logged the Incident. |
|
Logged Date |
Date Time |
The date and time that the Incident was first logged. |
|
Primary Association |
Text |
The Alpha1 field of the Incidents primary association. |
|
Priority |
Text |
The current Priority of the Incident. |
|
Resolution Code |
Text |
The Resolution Code of the Incident (if applicable). |
|
Resolved |
True/False |
States if the Incident has been resolved or is pending resolution. |
|
Responded To |
True/False |
States if the Incident has been responded to or is pending a response. |
|
SLA |
Text |
The SLA type of the Incident (if applicable). |
|
Specialist |
Text |
The Specialist of the Incident. |
|
Status |
Text |
The current Status of the Incident. |
|
Summary |
Text |
The Summary of the Incident |
Tip:
It is worth taking into account that the Incident List may appear quite full if every available field is displayed to the user. Therefore; it is recommended that users are only provided with the most relevant information in the Incident List so that it is more legible. Users can then be granted rights to view more in-depth information from within the Incident Details screen.