1. Using B2C Service
  2. Edit Incident Attributes

Edit Incident Attributes

After you add an Incident element to your flow diagram, you can edit its attributes to define the subject, status, and other elements of the created incident.

  1. Double-click the Incident element.
    The Incident window opens.
  2. Enter the name of the element in the Label field.
  3. Enter field information.

    Incident Window

    Field Description

    *Subject

    Enter the subject of the incident in this text box.

    *Status

    Click this drop-down list to select a status to assign to the incident. The default status is Unresolved.

    Assigned

    Click this drop-down list to select a group or staff member to assign to the incident. Use the Find field at the bottom of the Assigned drop-down list to quickly find staff members.

    Tip: Wildcards are supported when searching staff members. You can search strings that include a space by entering %+Space+character, which is helpful when searching last names. For example, entering %+Space+b returns all last names starting with the letter b. There is also an implied wildcard when searching, so entering in the Find field returns all items containing the letter b.

    Product

    Click this drop-down list to select a product for the incident.

    Category

    Click this drop-down list to select a category for the incident.

    Disposition

    Click this drop-down list to select a disposition for the incident.

    Queue

    Click this drop-down list to select a queue for the incident.

    Service Mailbox

    Click this drop-down list to select a mailbox to associate with the incident.

    Customer Entry

    Enter a default value for the customer thread in this text box.

    Private Note

    Click this tab to enter a default value for the notes thread.
  4. Click Set Custom Field to set custom fields for the incident. The Set Custom Field window opens.
    Note: You must define custom fields in the Custom Fields editor before you can set a custom field for an incident. See .
    1. Click the Field drop-down list to select the custom field you want to set.
    2. Enter the value of the custom field in the Value field.
    3. Click OK.
      The custom field and its value appear in the Custom Fields grid.
  5. To edit the value of a custom field, click Edit next to the custom field.
  6. To remove the set value of a custom field, click Delete next to the custom field.
  7. To add any notes associated with the element, click the Notes tab and enter the notes.
  8. Click OK.

Related Topics