Overview

Recording an Impact identifies who is affected by the ticket fault. Impact can be used to determine the severity of a ticket against the business itself. For example, Impact could be recorded as an individual, the Department, the Office, the business, UK or International, although setting these titles is fully configurable and more specific titles can be given based on the actual department, branch, site or office names.

When the ticket is created, options exist to include the Impact field within Vivantio and Self Service Portal. Impact appears in the new ticket, close and add action screens. Impacts are beneficial for identifying priorities and an impact can be associated with a chosen priority. A default Impact can be selected, the chosen impact title will be pre-populated when a new ticket is created, however, the user has the ability to change the impact using the list created in a drop down box.

Guidance

Navigate to the Admin Area > System Areas > Select the System Area e.g. Ticket > Configuration > Impacts

To Add an Impact

- Click Add

- Enter the Name

- Click Save

To Make Default: Select the relevant Impact and Click Make Default

To Edit an Impact:

- Select the Impact you wish to edit

- Click Edit and make the changes

- Click Save

To Delete an Impact:

- Select the Impact you wish to delete

- Click Delete

- Confirm

Reviewed: 08 March 2023