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Incident Stage Reporting

  • February 4, 2025
  • 3 replies
  • 51 views
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Sidekick (Customer)
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I’ve had a request from a Service Department to add a status field to incidents so they can report what stage it is in.

I’ve create a custom field on the incident form in Customiser and a lookup containing 4 options: 1.Investigation, 2. Problem Identified, 3.Resolution in Progress, 4. Acceptance & Deployment. 

All working nicely except I can’t create a monitor that will display the field or filter on certain values.

Is there a better way of doing this where our support team can report on the status based on the stages above?

Best answer by Steve Miller

If your custom field is a ‘Shared Field then you should be able to use it in an Event Monitor.

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    3 replies

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    Hero (Customer)
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    • Steve Miller
    • Hero (Customer)
    • Answer
    • February 4, 2025

    If your custom field is a ‘Shared Field then you should be able to use it in an Event Monitor.

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    M
    S
    Hero (Customer)
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    • Steve Miller
    • Hero (Customer)
    • February 4, 2025

    Another possible solution could be WorkManager if your version supports it. It has its limitations but I suspect it along with ‘Lane Auditing’ would give you similar functionality with a Kanban style view for the team.

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    Sidekick (Customer)
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    • mgswills
    • Author
    • Sidekick (Customer)
    • February 5, 2025

    Thanks Steve, Shared Field has sorted it thanks. Had a look at WorkManager but we don’t have it enabled. Will take a look as I think this could be helpful as well.

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