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This article describes general concepts and procedures that apply to various ITSM entity.

Create announcements

You can create an announcement to share important information about a certain ITSM entity with affected users. While announcements can be created for any ITSM entity, with your "out-of-the-box" solution, you can create announcements for incidents and change requests.

To create an announcement, complete the following steps: 

  1. Navigate tothe ITSM entity you need.
  2. Click the Create Announcement in the top right corner of the form.
  3. Fill in the fields. 
  4. Click Save or Save and Exit.

You can create as many announcements as you need. 

As a result, a new announcement is created in the Announcement table. It has a reference to the entity in the Related <Entity> field. This announcement record is also displayed in the Related Lists area on the entity form.

Form fields

FieldMandatoryDescription

Number 

YThis field contains an announcement number in ANCMXXXXXXX format and is populated automatically.
StateY

Announcement state. This field is populated automatically with New when the announcement has just been created. Other options:

  • Review – the announcement must be reviewed. After setting this state, notifications are sent to all emails specified in the Reviewer’s Email field.
  • Published – the announcement is displayed on the Self-Service Portal and/or sent via email. Select the via Email and/or via Portal checkboxes, accordingly. 
  • Inactive – the announcement is inactive. It is not displayed on the Self-Service Portal and not sent via email.
Tip

Only active announcements {state IS Published^via Portal IS Yes} are displayed to the Portal users.


Related <Entity>YThis field is populated automatically with the number of the entity.
Announcement Type Y

Available options:

  • Recovery– informs that some services or CI recovery activities have been started.
  • Completion Recovery – informs that some services or CI recovery activities are over.
ServiceYSpecify the service affected by the entity.
Recipient EmailNSpecify the email of the announcement recipient. You can add more than one email, separated by commas.
Reviewer's EmailNSpecify the email of the announcement reviewer. You can add more than one email, separated by commas.
SubjectYThis field is populated automatically with the subject of the entity.
Announcement BodyNType a message about the entity to share with the affected users. You can design the announcement body using the built-in editor functionality, such as by formatting the text, working with tables and media, lists, styles, and headings.
SignatureNReference to the Announcement Signature.
DescriptionN

Add a description for the announcement.

via EmailNSelect the checkbox to send this announcement via email. It will be sent to all addresses specified in the Recipient Email field.
via PortalNSelect the checkbox to display this announcement on the Self-Service Portal in the Portal Announcements area.

+

Priority Management


Agent Satisfaction and Service Satisfaction fields

The Agent Satisfaction and Service Satisfaction fields both have the same set of values:

  • Below Expectations 
  • Meets Expectations 
  • Above Expectations 

The values of the fields are connected with the values of the choice options that appear on the Self-Service Portal:

  • Below Expectations = Disappointed
  • Meets Expectations = Satisfied
  • Above Expectations = Very Pleased

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