This article describes general concepts and procedures that apply to various ITSM entities.
Reassign
You can reassign incidents and service requests to another user or group by clicking Reassign in the upper right corner of the form. The state of the record will automatically change to Assigned, unless it is already in this state.
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 are present on forms to evaluate the agent performance. Both fields have the same set of values:
- Below Expectations
- Meets Expectations
- Above Expectations
On the Self-Service Portal, the caller can assess the results. The values of these evaluations are connected with the values of the choice options:
- Below Expectations = Disappointed
- Meets Expectations = Satisfied
- Above Expectations = Very Pleased
