Application Specific Fields on Incident Table

[IndianaJones]

We are struggling with customizing the Incident table to include application specific fields. This obviously doesn't scale well when you consider the many applications a company may have. So my question is, how do teams capture relevant data for an application when an Incident is created? 

Example: We are having issues with our call system and they are wanting to capture data for each user. The data would be headset type, location when the issue occurred, was the call dropped, how long was the call before an issues occurred, and a couple of other things. We thought about creating them a template to use, but reporting on the template isn't nearly as powerful as dedicated fields. We thought about building a catalog request to capture all of this information for a user but that seems weird since catalog items arent really issue related. How are your teams tackling this today?

[Hemanth M1]

Hi @IndianaJones ,

This is a typical reporting requirement. I would still say you can capture most of the information using CI, Category and Subcategory (multi-layered). In addition to this, you can also use predefined tags.

For the example above:

• Phone system or Headset: Your CI would be a Business Application or Hardware.
• Location: Get it from the caller's location.
• Category: Call drop.
• Subcategory: Actual call drop or Poor call quality. (You can have a second subcategory based on the primary subcategory; for example, within "Poor call quality," the secondary subcategory may have additional options related to it.)

In addition to this, you can use tags.

When a new category or subcategory comes up, you can build automation to add them (post-approval).

Tag reporting example:

[Hemanth M1]

Hi @IndianaJones ,

Please close the loop by accepting if this response answered your question or you can ask follow-up questions!