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:
- Navigate to the ITSM entity you need.
- Click the Create Announcement in the top right corner of the form.
- Fill in the fields.
- 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
| Field | Mandatory | Description |
|---|---|---|
Number | Y | This field contains an announcement number in ANCMXXXXXXX format and is populated automatically. |
| State | Y | Announcement state. This field is populated automatically with New when the announcement has just been created. Other options:
Only active announcements {state IS Published^via Portal IS Yes} are displayed to the Portal users. |
| Related <Entity> | Y | This field is populated automatically with the number of the entity. |
| Announcement Type | Y | Available options: |
| Service | Y | Specify the service affected by the entity. |
| Recipient Email | N | Specify the email of the announcement recipient. You can add more than one email, separated by commas. |
| Reviewer's Email | N | Specify the email of the announcement reviewer. You can add more than one email, separated by commas. |
| Subject | Y | This field is populated automatically with the subject of the entity. |
| Announcement Body | N | Type 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. |
| Signature | N | Reference to the Announcement Signature. |
| Description | N | Add a description for the announcement. |
| via Email | N | Select the checkbox to send this announcement via email. It will be sent to all addresses specified in the Recipient Email field. |
| via Portal | N | Select the checkbox to display this announcement on the Self-Service Portal in the Portal Announcements area. |
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
