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Specifics Forms

Specifics forms are context-sensitive forms that are embedded into Incident and Service Request records to capture relevant data for the different Categorizations of Incidents and Service Requests. For example, different details are needed for a Printing Incident than for a Mobile Phone Request. Using Specifics forms allows the Service Desk to capture the exact data to determine a resolution more quickly by either asking scripted questions to lead to the appropriate answer or capture the correct data for subsequent support teams involved in the functional escalation process.

CSM provides OOTB Specifics forms for each Service:

In This Section

Standard Details Specifics Form

Conferencing/Presentation Specifics Forms

Desktop Management Specifics Forms

E-mail/Calendaring Specifics Forms

Employee Support Specifics Forms

Network Services Specifics Forms

Printing Specifics Forms

Telephony/Fax Specifics Forms

Web Services Specifics Forms

See Also

Incident Features

Incident Form

Incident Tasks

Incident Journals

Incident Dashboards

Incident One-Steps

Incident Search Groups

Incident Automation Processes

Incident Reports