Incident

[Ram012]

Incident Close code : Can these be unique per service/service offering or will they be unique per task.

For example : All incidents have the same available Closed code?

What values will be included in the category and subcategory on the main form?This will be critical to ensuring we have enough information in our fields.

Assignment group override : Field can be removed.

Transferred incident : Field can be removed.

Any idea how resolve this scenaior please help me. 

[Mark Manders]

What is this? Are you implementing the incident process somewhere without having the knowledge to answer these questions? 

What is the scenario, because I don't see requirements. You can check on the available close codes (unique per task) and (sub)categories within the instance. Why do you ask us for a list that is available on your instance? You can get it there yourself.

What do you mean with the 'field can be removed' remarks? How to remove a field from a form? I suggest to start with the fundamentals training before you implement something.

[Dr Atul G- LNG]

Hi @Ram012 

Incident Close code: Can these be unique per service/service offering or will they be unique per task?

Atul: Close codes are fixed for incidents. Keeping it as per Service/ SO is not the best practice and requires a lot of admin and data maintenance. 

For example: Do all incidents have the same available Closed code?

Atul: Close code based on the incident resolution. It can be the same and different too.

What values will be included in the category and subcategory on the main form? This will be critical to ensuring we have enough information in our fields.

Atul: OOTB SN provides a few values and if you want you can add more / delete. It depends from business to business.

Assignment group override: The field can be removed.

Atul: Any reason to remove? What is the business case?

Transferred incident: The field can be removed.

Atul: It is not OOTB, so tough to comment.