System Configuration

Some features of the package are not enabled by default. This chapter guides you how to activate or setup these features.

Activate Incident and Problem Management

The incident and problem management feature is turned off by default.

To activate the incident and problem management feature:

  1. Go to the system configuration.

  2. Enable the IncidentProblemManagement::Active setting.

  3. Activate the new actions in the following settings:

    AgentFrontend::Ticket::Action###IncidentProblemManagementAdditionalFields
    AgentFrontend::Ticket::Action###IncidentProblemManagementDecision
    
  4. Enable the dynamic field property cards in the widget type configuration AgentFrontend::TicketDetailView::WidgetType###Properties by setting the value of the key IsVisible to 1 (available) or 2 (available and visible by default).

    The following dynamic field property cards have been added to the widget type configuration:

    DynamicField_ITSMCriticality
    DynamicField_ITSMImpact
    DynamicField_ITSMReviewRequired
    DynamicField_ITSMDecisionResult
    DynamicField_ITSMRepairStartTime
    DynamicField_ITSMRecoveryStartTime
    DynamicField_ITSMDecisionDate
    DynamicField_ITSMDueDate
    
  5. Enable the dynamic fields in the form configurations by setting the key Inactive to the value 0:

    Forms###AgentFrontend::TicketCreate::Email::CreateProperties
    - DynamicField_ITSMImpact
    - DynamicField_ITSMDueDate
    
    Forms###AgentFrontend::TicketCreate::Phone::CreateProperties
    - DynamicField_ITSMImpact
    - DynamicField_ITSMDueDate
    
    Forms###AgentFrontend::TicketCreate::SMS::CreateProperties
    - DynamicField_ITSMImpact
    - DynamicField_ITSMDueDate
    
    Forms###AgentFrontend::Ticket::Action::Priority
    - DynamicField_ITSMImpact
    
    Forms###AgentFrontend::Ticket::Action::Close
    - DynamicField_ITSMReviewRequired
    
    Forms###AgentFrontend::TicketArticle::Action::Reply
    - DynamicField_ITSMReviewRequired
    
    Forms###AgentFrontend::TicketArticle::Action::ReplyAll
    - DynamicField_ITSMReviewRequired
    
  6. Deploy the modified configuration.

Hiding Service Incident State in Forms

This section describes how to hide the incident state field in a form if selecting a service. In default state, the incident state is shown in a form after selecting a service:

Service Incident State in the New Phone Ticket Form

Service Incident State in the New Phone Ticket Form

In order to hide the service incident state in a form, you need to edit the YAML configuration of the relevant form and add the following part:

- Name: ServiceID
  Config:
    HideIncidentState: 1

The following example shows how to hide the service incident state for the New Phone Ticket form:

  1. Search for the setting Forms###AgentFrontend::TicketCreate::Phone::CreateProperties.
  2. Search for the ServiceID field in the YAML configuration:
YAML Configuration of the Form

YAML Configuration of the Form

  1. Add the Config key with the HideIncidentState sub-key set to 1:
- Name: ServiceID
  Config:
    HideIncidentState: 1
  1. Deploy the modified settings.

After successful deployment the service incident state will be hidden in the New Phone Ticket form:

New Phone Ticket Form without the Service Incident State

New Phone Ticket Form without the Service Incident State