System Configuration

Activate Incident and Problem Management

The incident and problem management feature is turned off by default.

To activate the incident and problem management feature:

1. Go to the system configuration.

2. Enable the IncidentProblemManagement::Active setting.

3. Activate the new actions in the following settings:

   AgentFrontend::Ticket::Action###IncidentProblemManagementAdditionalFields
   AgentFrontend::Ticket::Action###IncidentProblemManagementDecision
   

4. Enable the dynamic field property cards in the widget type configuration AgentFrontend::TicketDetailView::WidgetType###Properties by setting the value of the key IsVisible to 1 (available) or 2 (available and visible by default).

   The following dynamic field property cards have been added to the widget type configuration:

   DynamicField_ITSMCriticality
   DynamicField_ITSMImpact
   DynamicField_ITSMReviewRequired
   DynamicField_ITSMDecisionResult
   DynamicField_ITSMRepairStartTime
   DynamicField_ITSMRecoveryStartTime
   DynamicField_ITSMDecisionDate
   DynamicField_ITSMDueDate
   

5. Enable the dynamic fields in the form configurations by setting the key Inactive to the value 0:

   Forms###AgentFrontend::TicketCreate::Email::CreateProperties
   - DynamicField_ITSMImpact
   - DynamicField_ITSMDueDate
   
   Forms###AgentFrontend::TicketCreate::Phone::CreateProperties
   - DynamicField_ITSMImpact
   - DynamicField_ITSMDueDate
   
   Forms###AgentFrontend::TicketCreate::SMS::CreateProperties
   - DynamicField_ITSMImpact
   - DynamicField_ITSMDueDate
   
   Forms###AgentFrontend::Ticket::Action::Priority
   - DynamicField_ITSMImpact
   
   Forms###AgentFrontend::Ticket::Action::Close
   - DynamicField_ITSMReviewRequired
   
   Forms###AgentFrontend::TicketArticle::Action::Reply
   - DynamicField_ITSMReviewRequired
   
   Forms###AgentFrontend::TicketArticle::Action::ReplyAll
   - DynamicField_ITSMReviewRequired
   

6. Deploy the modified configuration.

Hiding Service Incident State in Forms

This section describes how to hide the incident state field in a form if selecting a service. In default state, the incident state is shown in a form after selecting a service:

In order to hide the service incident state in a form, you need to edit the YAML configuration of the relevant form and add the following part:

- Name: ServiceID
  Config:
    HideIncidentState: 1

The following example shows how to hide the service incident state for the New Phone Ticket form:

1. Search for the setting Forms###AgentFrontend::TicketCreate::Phone::CreateProperties.

2. Search for the ServiceID field in the YAML configuration:

3. Add the Config key with the HideIncidentState sub-key set to 1:

- Name: ServiceID
  Config:
    HideIncidentState: 1

4. Deploy the modified settings.

After successful deployment the service incident state will be hidden in the New Phone Ticket form: