Purpose
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Describes the basic implementation of OOTB CSM Incidents/Service Requests.
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Audience
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User (anyone who can log an Incident or Service Request).
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Login
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User with rights to log Incidents and Requests:
- Service Desk Level 1 Security Group (or equivalent/above).
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Prerequisites
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- Implement Security:
- User and Customer Profiles.
- Implement e-mail (required for e-mail correspondence and notifications).
- Implement Automation Processes (required for automations):
- Ensure that the Automation Process Server is running.
- (Optional) Enable Incident Automation Processes.
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Objectives
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- Learn about OOTB Incidents and Service Requests.
- Log an Incident using the OOTB workflow and forms.
- Explore ideas for tailoring the OOTB Incident workflow and forms.
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Assumptions
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- You are using the OOTB Incident workflow and forms.
- You are using the OOTB SLAs and Priority Matrixes.
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Related Documentation
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Incident Management in the online help.
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