Background: We recently upgraded from Rome to Tokyo. We do not use Major Incident Management. After the upgrade, we noticed two new fields on the incident table: Business Impact and Probable Cause. These are visible OOB on the incident form in the Service Operations Workspace, which we aren't yet using but planning to implement this year.
We've reviewed these two new fields with the IT Ops / incident management teams to get their input on whether to add them to our incident form (even prior to implementing Service Operations Workspace). Their instinct was to add them to the form but to capture this as structured data in the form of a list of values rather than free text field so they can use them for reporting purposes. Before we commit to creating custom LOV fields, I'd like to better understand what the OOB text fields are intended for. The Major Incident documentation simply says...
- Are these fields intended to be used outside of MIM?
- Do they get transferred to other tickets that are created from an incident (like a problem)?
- Are they used in any way by Predictive Intelligence?
- How are they used in Service Operations Workspace? Again, we're not using MIM so we're looking at how these should be used for any incident.
- Are they used by Agent Assist, perhaps to identify similar incidents?
- How are you using these fields? What type of data are you capturing in them? If you can provide a few examples, that would be great.
We just need to arrive at a consensus on if/how we use these fields. Thanks in advance for your input.
