Configure the incident record page in SOW for ITSM

Configure the data displayed in various incident tabs such as Overview and Details tabs.

Before you begin

Role required: workspace_admin, ui_builder_admin, or admin

Procedure

1. Navigate to All > Service Operations Workspace Admin Center > Overview.
2. On the Configurations tab, select the Incident Management option.
3. Select Incident record and then select Configure to configure any of the following tabs.
   • Overview: Configure any of the following options for the Overview tab.
     • Tab visibility for tier 1 agents: Configure the visibility settings to display the Overview tab for the tier-1 agents. You can also configure the user criteria to include or exclude users with other roles and user groups.
       Note:

       • By default, the Overview tab is displayed for the tier-1 agents.
       • When you choose to hide the Overview tab for the tier-1 agents, the Details tab opens by default.
       • This option is available only if the glide.ux.user_criteria_enabled property is true. For more information, see Enable the user criteria property.
     • Summary: Configure the fields layout, UI elements and the visible data content on the Summary section of the Overview tab.
     • Impact: Configure the fields layout, UI elements and the visible data content on the Impact section of the Overview tab.
     • Cause: Configure the fields layout, UI elements and the visible data content on the Cause section of the Overview tab.
     • Resolution: Configure the fields layout, UI elements and the visible data content on the Resolution section of the Overview tab.
   • Details: Configure any of the following options for the Details tab.
     • Record: Provides further details on the incident record. Configure the fields layout, UI elements, and the visible data content of the Details tab using form builder.
     • New record: This layout appears when an agent creates an incident record. Configure the fields layout, UI elements, and the visible data content of the Details tab using form builder.
   • Response templates: Create and configure response templates for incidents. Response templates are used as reusable messages that you can copy and paste in the required areas such as email or chat for a quick response. To use the response template feature, the users must have the sn_templated_snip.template_snippet_reader role. The number of the response templates created for the incident table is displayed in this section. For more information on defining and configuring the response templates for incident tables in Service Operations Workspace, see Response templates.
   • Incident management properties: Configure the incident features using the incident management properties. For more information on configuring incident management properties, see Incident Management properties.

   For more information about configuring the field layout, UI elements and the visible data content using form builder, see Customize forms within a form component.

   For information about incident record page customizations, see Customize the incident record page.