Set up Incidents with Clarity PPM in MUX

Products

• Clarity PPM SaaS
• Clarity PPM On Premise

Issue/Introduction

You would like to use Clarity for Incident Management - what would be the best way to set this up. Any best practices? 

Environment

Any Supported Clarity Releases

Resolution

We recommend setting up your Incident Management in Clarity MUX

• This will allow you to submit time in MUX Timesheets
• It can be added as a Menu icon for easy access
• It will provide access to Blueprint Rules for Action Items for updates
• Gives you full flexibility on what fields you need to create & use

Set up Steps

1. Create a new CIT (Custom Investment Extension) 
2. Use name "Incident Tracking" and ID cit_incident to avoid confusion with existing objects
3. Add all the Incident fields you need - you can create your own Lookups for some of the fields (see screenshot below with possible fields) . You do not have to create all fields, here is some ideas:
   • Priority
   • Impact
   • Phone Number
   • Email
   • Description
   • Short Description
   • Status
   • Assigned To
   • Created Date
   • Resolution Date
4. For the lookups, we do not recommend reusing the ones for Incident Management module, you can use the OOTB Resources and other such lookups or create your own
5. You can set up your own Owner/Assigned To field or repurpose another field such as Manager
6. Set up the Grid View to include the fields you need and set up the Blueprint accordingly as well
7. Create a Menu Link for this CIT Grid to add to MUX icons on left
   1. Go to Clarity MUX - Administration - System Settings - Navigation Settings 
   2. Click on Add Page - pick Incident Tracking - select an icon - select Show
   3. You can also arrange the order by dragging your page
   4. Refresh the browser and you will see the Menu link on the left
      
8. Add Incident Tracking - Create permissions to the users who are supposed to be creating Incidents
9. Add Incident Tracking - View/Edit All permissions to the engineers who will be assigned to resolve the incidents

 

Additional Information

Note :

• We also have Incident Management Module in Clarity Classic, which can be leveraged if you are solely using Classic or accessed via channels in MUX
• The recommended way to set up would be via CIT, however using Incident Management in Classic / channel is also an option