Creating incident, problem, change, and request records from Agent Workspace
As customer service agents, create incident, problem, change, and request records from open cases in Agent Workspace.
Create an incident record from Agent workspace
As a customer service agent, create an incident record from a case or associate an existing incident to a case in Agent Workspace.
Before you begin
Role required: sn_customerservice_agent, sn_customerservice.consumer_agent
Procedure
-
Select the More UI Actions icon (
) and select Create Incident.
The following information is copied from the case to the incident record:Table 1. Case to incident field mapping Case fields Incident fields Short description Short description Default impact Impact Urgency Urgency Contact Caller Configuration item (if available) Configuration item Note:You can manually change the incident impact and urgency to different values on the incident record as needed.
Result
Information about the incident is added as follows:
- An update with the incident number is added to the case work notes.
- The incident is added to the Incident field in the Related Records form section on the case form.
- The case number is added to the Customer Cases related list on the Incident record.
- If the case has an associated Problem, Change Request, or Caused by Change record, this information is also copied to the incident record.
- The domain of the incident is mapped to the domain of the case.
Create a problem record from Agent workspace
As a customer service agent, create a problem record from a case or associate an existing problem to a case in Agent Workspace.
Before you begin
Role required: sn_customerservice_agent, sn_customerservice.consumer_agent
Procedure
-
Select the More Actions icon () and select Create Problem.
The following information is copied from the case to the Problem record:
Table 2. Case to problem field mapping Case fields Problem fields Short description Problem statement Impact Impact Urgency Urgency Priority Priority Company Company Configuration item (if available) Configuration item (if blank on case, agent can manually update on problem record) Case sys_id First reported by Note:You can manually change the problem impact and urgency to different values on the Problem record as needed.
Result
Information about the problem is added as follows:
- An update with the problem number is added to the case work notes.
- The problem is added to the Problem field in the Related Records form section on the case form.
- The case number is added to the Customer Cases related list on the Problem record.
- The domain of the problem is mapped to the domain of the case.
Create a normal change record from Agent workspace
As a customer service agent, create a normal change record from a case or associate an existing normal change to a case in Agent Workspace.
Before you begin
Role required: sn_customerservice_agent, sn_customerservice.consumer_agent
Procedure
-
Select the More Actions icon () and select Create Normal Change.
The following information is copied from the case to the change record:
Table 3. Normal Change record fields Case fields Change fields Short description Short description Description Description Impact Impact Urgency Urgency Priority Priority Company Company Contact Caller Configuration item (if available) Configuration item Note:The change manager can update the configuration item on the change record. If the configuration item is not available, the agent can also manually update this information.Note:You can manually change the change impact and urgency to different values on the change record as needed.Default values are added to the following fields on the change record:- Type: Normal
- State: New
- Category: Other
- Risk: Moderate
Result
Information about the change is added as follows:
- An update with the change number is added to the case work notes.
- The change is added to the Change Request field within the Related Records form section on the case form.
- The case number is added to the Customer Cases related list on the Change record.
- The Requested by field on the change record is updated with the case agent.
- The domain of the change is mapped to the domain of the case.
Create a standard change record from Agent workspace
As a customer service agent, create a standard change record from a case or associate an existing standard change to a case in Agent Workspace.
Before you begin
Role required: sn_customerservice_agent, sn_customerservice.consumer_agent
Procedure
-
Select the More Actions icon () and select Create Standard Change.
The standard change record is created using the Standard Change template, which is defined in the Standard Change catalog. The data mapping is created from the template; no data is copied from the case to the change record.
Create a request record from Agent workspace
As a customer service agent, create a request record from a case or associate an existing request to a case in Agent Workspace.
Before you begin
Role required: sn_customerservice_agent, sn_customerservice.consumer_agent
Procedure
-
Select the More Actions icon () and select Create Request.
The following information is copied from the case to the request record:
Table 4. Case to request field mapping Case fields Request fields Short description Short description Contact Contact Note:You can manually change the request impact and urgency to different values on the request record as needed.
Result
Information about the incident is added as follows:
- An update with the request number is added to the case work notes.
- The request is associated with the case and is added to the Requests related list on the Case form.
- The case number is added to the Customer Cases related list on the request record.
- The domain of the request is mapped to the domain of the case.