Incident Management integration with Universal Request in ITSM Agent Workspace

With the integration of Incident Management and Universal Request applications, you can provide a consistent user experience for employees while creating service requests. By providing a common help desk for all employees, you can hide the complexities of inter-department request transfers and multi-department use cases.

Install and configure the Universal Request Integration for Incident Management plugin (com.snc.incident.universal_request). The integration provides the following configurations and functionalities:

Incident management integration with Universal Request

• The Universal Request form has a UI action to create an incident. The default fields that are copied from the universal request record to the incident record when a new incident is created are: universal_request, short_description, description, caller_id, and opened_by. An incident manager can customize the fields using the system property sn_inc_uni_req.incident.universal_request.copy_fields.
• The Universal Request field appears on the Incident form only when an incident is associated with a universal request record.
• The Transfer button appears on the incident form where an itil agent can transfer an incident back to the universal request, another department, or service.
• An incident created from a record producer automatically creates a unviersal request. It happens only when the Create Universal Request check box is enabled on the record producer.
• When an incident associated to a universal request goes through a state change, a notification is sent to the employee (requester) with the universal request number and not the incident number.

• Create incident from Universal Request in ITSM Agent Workspace
  Create an incident from a universal request record to restore service to a customer as soon as possible. After creating the incident record, you can investigate potential solutions.
• Transfer incident in ITSM Agent Workspace
  Transfer the back to the Universal Request queue, or to another department with or without resolution. When you realise that the issue is not incident related, transfer the incident without any resolution to the relevant department or service. If you resolve the issue, you can transfer the incident with the resolution.
• Mark an incident as restricted
  You can restrict an incident ticket that contains sensitive information. By marking an incident as restricted, you limit its access for the agents.