Incident Settings
Incident Settings allow you to configure incident logic and most default behaviours for incidents within your Helix organisation.
Configuration Options
Default Queue
This queue will be the default queue incidents are assigned to when they are created. If no queue is selected, incidents will use whatever system default queue has been set, usually called __default.
Default Priority
This is the default priority an incident receives on the incident creation screen. Note that this is not for incident creation itself, but rather it prepopulates the manual incident creation screen in the Helix interface.
Default Group
This is the default group (also known as opening code) an incident receives on the incident creation screen. Note that this is not for incident creation itself, but rather it prepopulates the manual incident creation screen in the Helix interface.
Incident Reference Format
This formats how an incident reference is created within Helix. This will not retroactively change existing incident references, but will apply to all new incidents created after the change.
Recommended Format
We recommend a format of {ORG}-{YYYY}{MM}{DD}-{INC4}. This will provide a unique reference for each incident created within your organisation, and will be easy to read and understand. This is also the most common format used by Helix organisations and other agencies and systems, providing a consistent reference format across multiple systems. It is furthermore computer friendly and sortable for reporting purposes.
If your organisation handles a smaller number of incidents, you may want to lower the {INC4} value to {INC3} or {INC2} to reduce the length of the reference.
Example using the recommended format
If an incident is created on the 1st of January, 2022, the reference would be ORG-20220101-0001.
Variables
Variable | Description |
|---|---|
| The organisation's unique identifier. This is required to ensure that incident references are unique across multiple organisations. |
| The year the incident was created. Two or four digits. |
| The month the incident was created. |
| The day the incident was created. While |
| The daily incident number. This starts at 1 for the first incident created on a given day. The end number of the variable is how many digits the incident number will be padded to (e.g. the first incident of INC2 will be 01, INC3 001 etc.) |