Mandated fields not required prior to saving incident
Earlier today, one of our Technicians was able to create an incident without populating the Impact, Urgency, or Service Category using the "Default Request" incident template despite all three of those fields being mandated for Technicians on that form.
Later in the day, when editing the incident, she was required to set those fields before saving her update.
Part of the request history is below, with lines showing Impact, Urgency, Service Category being changed from "None" to a value. (Priority is configured via the Priority Matrix, so it was originally also left blank, then subsequently populated automatically when Impact and Urgency were manually set.)
We are running ServiceDesk Plus 9.3 Build 9304, using MSSQL. The Technician was using Internet Explorer 11 when entering and updating the incident.
Any explanation for how she might have been able to create the incident without populating these fields?
I am attaching a support file, but it was created about 8.5 hours after the incident was originally created, and it was created while logged in under my own account rather than the account of the original user. Will the support file contain the data necessary to look into this issue?
The incident is number 115, and it was created at 10:39 AM EDT.
Request Updated by { TECHNICIAN_NAME_REMOVED_FOR_THIS_POST}
Reason : RT Vent/ETT assessment: One query needs to be rebuilt, RT.TWP3.
Patient safety claim assessment changed from None to No patient safety claim (system default response only)
Priority changed from None to 1-CRITICAL
Impact changed from None to 2-Affects entire department/location
Urgency changed from None to 2-Clinical workflow
Impact Details changed from None to Affects entire RT and PT staff who document
DueBy Date changed from May 15, 2017 01:39 PM to May 15, 2017 12:49 PM
Site changed from None to SMH
Service Category changed from None to MEDITECH
Response DueBy Time changed from May 15, 2017 10:54 AM to May 15, 2017 10:54 AM
SLA changed from High Priority Incident SLA - Remind Ticket Owner 5 Minutes Before Response Due to Critical Priority Incident SLA - Remind Ticket Owner 2 Minutes Before Response Due
Group changed from None to SMH Clinical Analysts
Later in the day, when editing the incident, she was required to set those fields before saving her update.
Part of the request history is below, with lines showing Impact, Urgency, Service Category being changed from "None" to a value. (Priority is configured via the Priority Matrix, so it was originally also left blank, then subsequently populated automatically when Impact and Urgency were manually set.)
We are running ServiceDesk Plus 9.3 Build 9304, using MSSQL. The Technician was using Internet Explorer 11 when entering and updating the incident.
Any explanation for how she might have been able to create the incident without populating these fields?
I am attaching a support file, but it was created about 8.5 hours after the incident was originally created, and it was created while logged in under my own account rather than the account of the original user. Will the support file contain the data necessary to look into this issue?
The incident is number 115, and it was created at 10:39 AM EDT.
Request Updated by { TECHNICIAN_NAME_REMOVED_FOR_THIS_POST}
Reason : RT Vent/ETT assessment: One query needs to be rebuilt, RT.TWP3.
Patient safety claim assessment changed from None to No patient safety claim (system default response only)
Priority changed from None to 1-CRITICAL
Impact changed from None to 2-Affects entire department/location
Urgency changed from None to 2-Clinical workflow
Impact Details changed from None to Affects entire RT and PT staff who document
DueBy Date changed from May 15, 2017 01:39 PM to May 15, 2017 12:49 PM
Site changed from None to SMH
Service Category changed from None to MEDITECH
Response DueBy Time changed from May 15, 2017 10:54 AM to May 15, 2017 10:54 AM
SLA changed from High Priority Incident SLA - Remind Ticket Owner 5 Minutes Before Response Due to Critical Priority Incident SLA - Remind Ticket Owner 2 Minutes Before Response Due
Group changed from None to SMH Clinical Analysts