Action Item Fields

You may see fields not listed below. There may be custom fields that were added to your system, or fields added by a third-party integration.

Field	Description
Action item custom Date 1 - 10	These date fields can be used to record any additional dates relevant to the action item. You can rename these fields from Settings > Customize > Translation.
Action item custom Float 1 - 10	These floating integer fields can be used to record any additional integer decimal values relevant to the action item. You can rename these fields from Settings > Customize > Translation.
Action item custom Int 1 - 10	These integer fields can be used to record any additional integer values relevant to the action item. You can rename these fields from Settings > Customize > Translation.
Action item custom List 1 - 10	These list fields can be used to record additional information relevant to the action items. You can rename these fields from Settings > Customize > Translation. You can edit the lists from Settings > Customize > Lists.
Action item custom Notes 1 - 10	These fields can be used to record any additional notes relevant to the action item. You can rename this field from Settings > Customize > Translation.
Action item custom Text 1 - 10	These short text fields can be used to record any text relevant to the action item. You can rename these fields from Settings > Customize > Translation.
Actions [Send Message]	Displays a link that allow you to send a message to the user who opened the service record.
Additional User	Allows you to add a user to part of a workflow process.
Admin group	Allows you to assign the action item to a group of administrators.
Approved	Allows for the approval (Y) or rejection (n) of an action item.
Asset	Allows you to connect an asset to the action item. You can click Change to attach a different asset, or click Detach to remove the asset. Click to view details for the attached asset. This can be very helpful for troubleshooting hardware or software related issues. Click to initiate a remote control session with the attached asset and instantly connect to the computer with the problem. Note that the remote control icon only appears if the attached asset is a computer.
Assigned to	Allows you to assign the action item to an administrator or end user.
Attachments	Allows you to add attachments to an action item.
Backout plan exists and tested	Allows for indicating the existence or non-existance of a tested backout plan.
Budgeted	Select if there is a budget for the action item or not.
CAB meeting reference	The Reference number for the relevant CAB (Change Advisory Board) meeting.
CI Attachment	Allows you to Attach a CI to the action item.
CI Relations	Shows you which CIs are related to the service record's Main CI, and shows you whether they're directly connected or connected through other CIs.
Company	This is the company of the SR's request user. You can assign users to companies under Tools > User Management > End Users. If you select a company before selecting a request user, the list of request users will show only users from the chosen company.
Completed Time	The date and time that the action item is completed. This field populates automatically when you click Complete.
Complexity	Allows you to select the complexity level of the action item.
Department To Charge	The department to be charged for the cost of the action item.
Due Date	Presents an empty pane and a calendar icon. An administrator can fill in the due date for the action item either by clicking the calendar icon and selecting the date or by typing it into the pane.
Duration in hours	Allows you to enter the number of hours spent handling the SR.
Enabled Time	The date and time that the action item is completed. This field populates automatically the moment the action item is enabled.
Expected Downtime Start	The date and time the admin expects the downtime resulting from the SR resolution will begin.
Expected Downtime End	The date and time the admin expects the downtime resulting from the SR resolution will end.
Hardware Costs	Allows you to enter any hardware costs associated with the SR.
Impact	Impact is how big an effect the SR will have on your organization. Impact is chosen by administrators. This is in contrast to Urgency, which is how soon the SR will have a negative effect on your organization. You may edit the Impact list under Settings > Customize > Lists.
Installation Costs	Allows you to enter any installation costs associated with the SR.
Instructions	Allows you to enter instructions for the action item.
Internal Manpower In Hours	Allows you to enter the number of internal manpower required for or spent during the handling of the SR.
Links	Allows you to add links to websites, FTP, local/network storage, and Lotus Notes items.
Location	Allows you to choose a location for the service record. The location list may be edited under Settings > Customize > Lists.
Maintenance Costs	Allows you to enter any maintenance costs associated with the SR.
Modify Time	This is the time the service record was last modified. A service record is considered to have been modified any time an administrator clicks OK/Apply. Adding activities does not update the Modify Time.
Notes	This field allows you to add notes to a service record.
Percent completed	Allows you to update the setimated progress of the action item.
Policy Compliance
Priority	Priority indicates how important the resolution of this service record is to the continued normal operation of the company. A server down issue could have a priority of "Very High," while a toner low message could have a priority of "Low." Priority can be defined directly by a priority rule, or calculated from Impact and Urgency based on the Priority Matrix. You may edit the Priority list under Settings > Customize > Lists.
Project	Allows you to include an existing project in the action item.
Proposed delivery date	Allows you to propose a date to deliver the resolution of the SR.
Proposed version	This field supports a part of the Release Management process. Enter the expected release version that this change is included in here.
Recurrence	Indicates how often an issue recurs (Daily, Weekly, or Monthly)
Re-opened	Indicates if the action item has been reopened. This field populates automatically.
Request time	Displays the time at which the service record was submitted. This field is automatically populated.
Resources required in days	The estimated amount of days required for the SR.
Software Costs	Allows you to enter any software costs associated with the SR.
Submit user	This shows the individual who submitted the service record. Unlike the Request User field, you can't change the Submit User. If you submit a service record on behalf of somebody else, please be sure to choose that person as the service record's Request User.
Task	Allows you to include an existing task in the action item.
Title	This is the title of the action item.
Total Costs	Allows you to enter the total cost incurred by the SR.
Total Expected Downtime In Hours	Allows you to enter the total downtime you expect to be caused by the handling of the SR.
Training Costs	Estimated costs for training to implement the SR resolution.
Urgency	Urgency is how soon the SR will have a negative effect on your organization. End users select an urgency when they submit a service record from the End-User Portal. This is in contrast to Impact, which is how big an effect the SR will have on your organization. You may edit the Urgency list under Settings > Customize > Lists.
User Acceptance	Allows the user to confirm that the resolution was delivered as requested after the change or in pre-production stage.

Field

Description

Action item custom Date 1 - 10

These date fields can be used to record any additional dates relevant to the action item. You can rename these fields from Settings > Customize > Translation.

Action item custom Float 1 - 10

These floating integer fields can be used to record any additional integer decimal values relevant to the action item. You can rename these fields from Settings > Customize > Translation.

Action item custom Int 1 - 10

These integer fields can be used to record any additional integer values relevant to the action item. You can rename these fields from Settings > Customize > Translation.

Action item custom List 1 - 10

These list fields can be used to record additional information relevant to the action items. You can rename these fields from Settings > Customize > Translation. You can edit the lists from Settings > Customize > Lists.

Action item custom Notes 1 - 10

These fields can be used to record any additional notes relevant to the action item. You can rename this field from Settings > Customize > Translation.

Action item custom Text 1 - 10

These short text fields can be used to record any text relevant to the action item. You can rename these fields from Settings > Customize > Translation.

Actions [Send Message]

Displays a link that allow you to send a message to the user who opened the service record.

Additional User

Allows you to add a user to part of a workflow process.

Admin group

Allows you to assign the action item to a group of administrators.

Approved

Allows for the approval (Y) or rejection (n) of an action item.

Asset

Allows you to connect an asset to the action item.
You can click Change to attach a different asset, or click Detach to remove the asset.
Click

to view details for the attached asset. This can be very helpful for troubleshooting hardware or software related issues.
Click

to initiate a remote control session with the attached asset and instantly connect to the computer with the problem. Note that the remote control icon only appears if the attached asset is a computer.

Assigned to

Allows you to assign the action item to an administrator or end user.

Attachments

Allows you to add attachments to an action item.

Backout plan exists and tested

Allows for indicating the existence or non-existance of a tested backout plan.

Budgeted

Select if there is a budget for the action item or not.

CAB meeting reference

The Reference number for the relevant CAB (Change Advisory Board) meeting.

CI Attachment

Allows you to Attach a CI to the action item.

CI Relations

Shows you which CIs are related to the service record's Main CI, and shows you whether they're directly connected or connected through other CIs.

Company

This is the company of the SR's request user. You can assign users to companies under Tools > User Management > End Users. If you select a company before selecting a request user, the list of request users will show only users from the chosen company.

Completed Time

The date and time that the action item is completed. This field populates automatically when you click Complete.

Complexity

Allows you to select the complexity level of the action item.

Department To Charge

The department to be charged for the cost of the action item.

Due Date

Presents an empty pane and a calendar icon. An administrator can fill in the due date for the action item either by clicking the calendar icon and selecting the date or by typing it into the pane.

Duration in hours

Allows you to enter the number of hours spent handling the SR.

Enabled Time

The date and time that the action item is completed. This field populates automatically the moment the action item is enabled.

Expected Downtime Start

The date and time the admin expects the downtime resulting from the SR resolution will begin.

Expected Downtime End

The date and time the admin expects the downtime resulting from the SR resolution will end.

Hardware Costs

Allows you to enter any hardware costs associated with the SR.

Impact

Impact is how big an effect the SR will have on your organization. Impact is chosen by administrators. This is in contrast to Urgency, which is how soon the SR will have a negative effect on your organization. You may edit the Impact list under Settings > Customize > Lists.

Installation Costs

Allows you to enter any installation costs associated with the SR.

Instructions

Allows you to enter instructions for the action item.

Internal Manpower In Hours

Allows you to enter the number of internal manpower required for or spent during the handling of the SR.

Links

Allows you to add links to websites, FTP, local/network storage, and Lotus Notes items.

Location

Allows you to choose a location for the service record. The location list may be edited under Settings > Customize > Lists.

Maintenance Costs

Allows you to enter any maintenance costs associated with the SR.

Modify Time

This is the time the service record was last modified. A service record is considered to have been modified any time an administrator clicks OK/Apply. Adding activities does not update the Modify Time.

Notes

This field allows you to add notes to a service record.

Percent completed

Allows you to update the setimated progress of the action item.

Policy Compliance

Priority

Priority indicates how important the resolution of this service record is to the continued normal operation of the company. A server down issue could have a priority of "Very High," while a toner low message could have a priority of "Low." Priority can be defined directly by a priority rule, or calculated from Impact and Urgency based on the Priority Matrix. You may edit the Priority list under Settings > Customize > Lists.

Project

Allows you to include an existing project in the action item.

Proposed delivery date

Allows you to propose a date to deliver the resolution of the SR.

Proposed version

This field supports a part of the Release Management process. Enter the expected release version that this change is included in here.

Recurrence

Indicates how often an issue recurs (Daily, Weekly, or Monthly)

Re-opened

Indicates if the action item has been reopened. This field populates automatically.

Request time

Displays the time at which the service record was submitted. This field is automatically populated.

Resources required in days

The estimated amount of days required for the SR.

Software Costs

Allows you to enter any software costs associated with the SR.

Submit user

This shows the individual who submitted the service record. Unlike the Request User field, you can't change the Submit User. If you submit a service record on behalf of somebody else, please be sure to choose that person as the service record's Request User.

Task

Allows you to include an existing task in the action item.

Title

This is the title of the action item.

Total Costs

Allows you to enter the total cost incurred by the SR.

Total Expected Downtime In Hours

Allows you to enter the total downtime you expect to be caused by the handling of the SR.

Training Costs

Estimated costs for training to implement the SR resolution.

Urgency

Urgency is how soon the SR will have a negative effect on your organization. End users select an urgency when they submit a service record from the End-User Portal. This is in contrast to Impact, which is how big an effect the SR will have on your organization. You may edit the Urgency list under Settings > Customize > Lists.

User Acceptance

Allows the user to confirm that the resolution was delivered as requested after the change or in pre-production stage.

Action Item Fields

What's Next