The incident catalog lists all the types of incidents handled by the IT Department.

Three lower-level categories are associated with this entry, automatically inheriting the following information:

• Printer incidents
• Laptop incidents
• Fax incidents

For the Printer incidents category, a different workflow is applied, replacing the standard workflow.
     ==>  Modification made only to the Printer incidents catalog entry.

The IT Department has been reorganized. A new group is now in charge of incidents related to equipment.
     ==>  Modification made only to the Equipment Incidents parent category, but automatically inherited by the three associated categories.

Users located in Great Britain enjoy a shorter SLA deadline of Within 3 hours. Users in other locations have the standard SLA of Within 8 hours.
     ==>  Create an application perimeter for the Great Britain location and associate the Within 3 hours SLA deadline.

Code: Alphanumeric code used to select the catalog entry quickly during manual data entry. In this case, the description is automatically displayed.

• The code must be unique in the catalog.

Description: Description of the catalog entry called Category for actions in workflow steps.

Manager: Name of the manager of the catalog entry. 

• To use the value in this field in a workflow step, use the system role called @Catalog Manager.
• You can define overrides depending on the user's location in the Application Perimeter - Locations tab.

Group in Charge: Name of the group in charge of the catalog entry. 

• To use the value in this field in a workflow step, use the system role called @Catalog Group.

Unit Price: Amount charged back by the IT Department for processing an object associated with the catalog entry. This amount is defined based on the SLA signed with the customer.

• You can define overrides depending on the user's location in the Application Perimeter tab.

Currency: Currency of the amount charged back by the IT Department.

SLA: Name of the SLA applicable to objects associated with the catalog entry, used to calculate the target resolution date.

• By default, the SLA is inherited from the parent category.

Workflow: Standard workflow applied when the object associated with the catalog entry cannot be solved during its creation in the quick call and requires a transfer.

• By default, the workflow is inherited from the higher-level catalog entry.

Workflow (Immediate Solution): Simplified workflow applied when the object associated with the catalog entry is solved during its creation in the quick call and does not require a transfer.

• By default, the workflow is inherited from the higher-level catalog entry.

Closing Workflow: Closing workflow applied to linked objects when the parent object associated with the catalog entry is solved or closed early.

• By default, the workflow is inherited from the higher-level catalog entry.

Cannot Be Requested: When an object associated with a category is created, this indicates if the catalog entry can be selected from the list of categories available (box is checked) or not (box is not checked).

Allow Changing Groups: When transferring an object associated with the catalog entry, this indicates if the default group can be replaced by another (box is checked) or not (box is not checked).

Package Name: Software distribution package required for the processing of objects associated with the catalog entry.

• This field is specified for information purposes only. No specific processing is associated and the information is not displayed when an object associated with the catalog entry is created.

Default Root Cause: Default root cause displayed when entering an intervention summary for an object associated with the catalog entry.

Impact: When an object associated with the catalog entry is created, this is the default impact level used to calculate the priority level assigned to the object.

• Priority = Impact + Urgency - 1

Default Urgency: When an object associated with the catalog entry is created, this is the default urgency level used to calculate the priority level assigned to the object.

• Priority = Impact + Urgency - 1
• When the recipient is associated with a VIP level  or when the equipment is associated with a critical level (indicated by  in forms), the urgency level and the priority level will automatically be decremented by one.

Start of Validity/End of Validity: Validity period of the catalog entry.

• When the end date is reached, the catalog entry will automatically be archived and will no longer be proposed.
• You can define overrides depending on the user's location in the Application Perimeter - Locations tab.

CI Required: When an object associated with the catalog entry is created, this indicates if the CI is mandatory (box is checked) or not (box is not checked).

Note: Comments on the catalog entry. You can also add images or tables using HTML tags.

Known Errors: List of known errors associated with the current catalog entry.

• Update: Select Operation > Problems & Known Errors > Known Errors

Discussions: List of discussions related to the current catalog entry, which users can access based on their domain and discussion visibility.

• Enter the keywords you want in the Search field and press Enter. 
• To cancel the search criteria and return to the complete list of discussions, provided you have the relevant rights, click within the box and then click .

Attachments: List of documents associated with the current catalog entry.

• Update: Click  in this tab.
• To cancel an existing link:

Attributes: List of attributes related to the current catalog entry, corresponding to additional non-standard parameters.

Application Perimeter - Locations: List of overrides defined for the current catalog entry depending on the user's location. Conditions specific to that location, instead of the general conditions, will apply (e.g. SLA, manager, workflow, costs, etc.).

• Update: Click  in this tab.
• Checkbox Available: Used to indicates if the entry catalog can be requested by a recipient belonging to the location (or lower-level locations) (box is checked) or not (box is not checked).

Application Perimeter - Departments: List of overrides defined for the current catalog entry depending on the user's department.

• Update: Click  in this tab.
• Only users belonging to one of the departments (or lower-level departments) can enter an object associated with the catalog entry.

History of Changes: List of all modifications made to the form of the current catalog entry.

• The fields taken into account are defined using rules in the history of changes accessible in Administration > Parameters > History Management.

CI: List of configuration items (CI) listed in the CMDB associated with the current catalog entry.

Authorized Root Causes: List of root causes that can be selected when entering an intervention summary for an object associated with the current catalog entry.

• By default, all root causes defined in the reference table will be proposed when you enter the intervention summary. Complete this tab only if you want to restrict the list to specific values. If this is the case, indicate only the authorized values.