ITSM Request fields and their behaviour

field label field type field behaviour purpose approvals multiple reference (workflow task table) shows the approvals that have taken place for a request, as well as who is being requested for approval approver multiple reference (user table) determines who gets asked for approval when an itsm request gets submitted for approval assignee reference (user table) mandatory on resolution user must be a part of the assignment group, be active and have the itsm agent role or administrator role is automatically cleared if the assignment group changes and they are not a member of the group this is the individual responsible for the resolution of the itsm request assignment group reference (group table) mandatory group must be selectable, have itsm request listed in the accessible from table field or the accessible from table field must be empty this is the group that is responsible for the completion of the itsm request this is the this is often set via the sofi classifier automatically attached knowledge reference (knowledge table) read only automatically set when knowledge is attached from sofi this is used to understand what knowledge was used for an itsm request change required multiple reference (change table) change must not be completed or closed these are the changes that are related to an itsm request once one of these have been completed, it will automatically resolve the itsm request and update the itsm request in various other fields as the process dictates classification reference (classification table) mandatory must be selectable and for the itsm request table this is the classification that can be selected from an itsm request that can help for reporting or otherwise this is often set via the sofi classifier automatically client journal journal this is the method to communicate with the client or the client to communicate with the service desk via an itsm request when a knowledge article is attached from sofi, it will automatically enter this field closed at date and time read only automatically set this is automatically set based on the date and time that the itsm request is closed closed by reference (user table) read only automatically set this is automatically set based on the person that closes the itsm request collaborator multiple reference (user table) users must be active and have either the itsm agent role or administrator role these are any users who may be assisting in the completion of the task or want / need to be kept up to date as to the progress of the itsm request this is also used to assist with the "itsm request i'm following" menu item completed at date and time read only automatically set this is automatically set based on the date and time that the itsm request is completed completed by reference (user table) read only automatically set this is automatically set based on the person that completes the itsm request completion notes string mandatory when completing an itsm request used to provide information as to how an itsm request was completed description string extra information that can be provided as part of the itsm request email string either the phone or email needs to be populated before saving automatically set with requested for's email when requested for changes this is the email that should be used as a contact mechanism for this itsm request this can be different to the one on the user's record, to help cater for situations where the itsm request is about their email or another mechanism is required to contact the user first contact resolved boolean (radio button) read only automatically set follower multiple reference (user table) this is the list of the followers for an itsm request this is also used to assist with the "requests i'm following" menu item location reference (location table) automatically set with requested for's location when requested for changes location must be selectable this is the location that the itsm request is for, which can be different to the requestor's and requested for's location name of person string mandatory and visible only if person has no account is yes holds the name of the requested for / requestor if they don't have an account person has no account boolean this is if the requestor / requested for does not have an account in the system and the name needs to be tracked phone string either the phone or email needs to be populated before saving automatically set with requested for's mobile phone when requested for changes this is the phone number that should be used as a contact mechanism for this itsm request this can be different to the one on the user's record, to help cater for situations where the itsm request is about their phone or another mechanism is required to contact the user priority choice values p1 | critical p2 | high p3 | medium p4 | low p5 | planning mandatory the priority of an itsm request used for reporting purposes, conditional logic purposes and sla purposes reference number auto sequence (prefix is req) read only automatically set display value used as a unique reference to an itsm request and its display value related configuration items multiple reference (cmdb table) used to highlight any configuration items related to an itsm request requested for reference (user table) mandatory (if person has no account is no) automatically set as requestor if empty this holds the person who the itsm request is requested for requestor reference (user table) mandatory (if person has no account is no) this holds the person who is requesting the itsm request, but does not necessarily mean it has been raised for them resolution item reference (resolution item table) mandatory if method is knowledge this runs automation (when desired through script), but helps train sofi to know how to resolve tickets resolution method choice values manual knowledge action mandatory on resolution this is used to assist in training sofi, in assisting in zero contact resolution resulting knowledge reference (knowledge table) read only automatically set when a knowledge article is created from the record this is used to hold the knowledge article that was created from the itsm request once this field has been set, users can automatically be redirected to it based on a button on the itsm request form when this has been populated service reference (cmdb service table) this is the service s that can be selected from an itsm request that can help for reporting or otherwise this is often set via the sofi classifier automatically short description string mandatory the short description is used as the primary classifier source for sofi sla list multiple reference (sla table) the list of sla's that are related to the itsm request sla status string read only automatically set based on a combination fields on a primary sla related to this itsm request this highlights the status of the primary sla against a record, to ensure that the itsm request is being updated in a timely matter sofi conversation id string not visible on form used to hold the sofi conversation id, which is used by the sofi continuation point dialog manager element source choice values email phone self service slack virtual agent not visible on form automatically set from an interaction or from the method it was created from source interaction reference (interaction table) not visible on form read only automatically set when created from an interaction this holds the interaction record that an itsm request was created from, assuming it was initially created from an interaction subtasks multiple reference (itsm request task table) these are the itsm request tasks that have been created from and are related to an itsm request work journal journal this is the method to communicate internally about an itsm request that should not be visible to the client (unless they have the appropriate roles) other fields hidden from form and un used the below are fields that come off one of the tables itsm request \ extend from, which it does not use or have on the form some will have some behaviours tied to them (due to existing on the work table), but some will have nothing tied to it as a result, you can use them, but they will likely have no functionality tied to them note that there are other fields, but they are not recommended to be used due to the potential impact field label field type field behaviour purpose parent reference (work table) read only not used for any purpose at the moment, but can be used in the future requested by date date and time not currently used, but easily added to the form and used