Incident configuration You can configure the incident form and other incident features, such as incident categories and UI behavior. The Incident form is configured in the base system to follow recommended ITIL practices. The administrator can configure the incident form and use the form designer to customize it. The following list describes the options to configure the Incident form from the form context menu Configure option. Table 1. Form configuration and design Menu option Description Form design Administrators or users with the personalize_form role can use the form design feature to quickly create new or change existing form views. Form design is an alternative to configuring forms that combines several configuration options into one tool. Form layout Administrators or users with the personalize_form role can configure a form to show or hide fields from a view. New fields can be created on the table associated with the form. Related lists Related lists display records in another table that have a relationship with the current record. Administrators or users with the personalize_form role can configure related lists to appear on the form. Incident categories and subcategoriesAssigning incident tickets to categories and subcategories allows for easy classification of incidents. Categories and subcategories are also used with reporting.Incident templates and record producersTemplates simplify the process of submitting new records by populating fields automatically. A record producer is a specific type of catalog item that allows end users to create task-based records, such as incident records, from the service catalog.Define an assignment rule for incidentsTo ensure that incidents are brought to the attention of the appropriate IT agents, you can define assignment rules to automate the process.Incident promotion UI actionsUI actions add links in the Incident form context menu to promote incidents to problems, changes, or requests. Administrators can customize incident promotion behavior.Specify the field a KB article is copied toWhen a user searches for a knowledge base article from an incident, problem, or change request, the displayed article includes an Attach to (Task) button at the top right. The task displayed on the button matches the form where the search was initiated.Show flagged VIPs in the incident listOrganizations commonly designate VIP status in the user record for some of their VIP users. The administrator can add the VIP field to the user record form to designate those users. If the Incident list view is configured to display Caller, VIPs are visually flagged.Configure incidents to close automaticallyYou can configure a system property to automatically close tickets that have been in Resolved state for a specified number of days. You can also change the user who is assigned by default in the Updated by field when an incident is automatically closed.Create a UI action to close multiple incidentsYou can create a UI action to close multiple incidents from the Actions choice list in the list view. It adds the same close note to all the incidents being closed, and does not require the list_updater role. Implementing this process also requires a business rule for the UI action to reference and a custom form view.View incident notificationsYou can view the incident notifications that are sent during specific events in an incident life cycle. These notifications are sent to various recipients including ESS and ITIL users.