Request/incident/problem areas define the general areas into which request, incident, and problem tickets can be organized. Categorizing these ticket types lets you generate reports, study trends, and analyze problem causes.
To define a request/incident/problem area
The Request/Incident/Problem Area List appears.
The Request/Incident/Problem Area Detail page appears.
Defines custom properties to apply to tickets assigned to this area.
Attaches a workflow to specify a standardized sequence of tasks to resolve tickets assigned to this area.
Note: The Workflow Tasks tab appears only if CA Workflow is integrated with your CA SDM installation. Associate a workflow process to the request/incident/problem area to use the process visualizer.
Specifies how tickets in this area are auto assigned.
The Request/Incident/Problem Area Detail window opens.
The new request/incident/problem area appears in the Request/Incident/Problem Area List when you redisplay the list.
Note: Clicking Reset returns all fields to their last saved values.
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