Creating a Record from the Social Board

By default, HEAT provides the ability for you to create an incident, knowledge article, problem, release, or change from the Social Board. This capability can be extended to other objects.

The Insert Child Object quick action is used for creating the new business object record. These quick actions are created for the social feed business object from the Quick Actions CenterAllows you to create and edit quick actions associated with the workspace or object context. in the Configuration Console.

Create a Record

Creating an Incident, Change, Problem, or Release Record from the Social Board

1.

Within a Social Board message, click the Settings drop-down list and choose Create Incident or Create Change. The message window appears.

2.

Enter information into the fields.

Field	Description
Service	The name of the service.  The default is Service Desk.
Category	The name of the category. The default is Service Desk.
Summary	This field is auto-filled from the message. You can modify it as needed.
Description	This field is auto-filled from the message. You can modify it to show a detailed explanation.

3.

Click Share.

The incident or change record is created and the record number appears in the message.

Record is Created

• The incident status is set to active and the priority is set to 5. The incident is assigned to the creator.
• The change status is set to logged and the change type is set to minor.
• The problem status is set to logged and the priority is set to 5.
• The release status is set to draft and the priority is set to 3.

Creating a Knowledge Article from the Social Board

1.

Within a Social Board message, click the Settings drop-down list and choose Create Knowledge Article. The message window appears.

2.

Select the type of knowledge article:

• Document
• Error Message
• Issue & Resolution
• Patch
• Q&A Reference

3.

Enter information into the fields.

Document
Category	The document category. Choose from the drop-down list.
Collection	The document collection. Choose from the drop-down list.
Title	The document title.
Description	Details about what is being documented.
Error Message
Category	The error category. Choose from the drop-down list.
Collection	The error collection. Choose from the drop-down list.
Title	The error title.
Description	A description of what caused the error message.
Resolution	A description of how the error was resolved.
Issue & Resolution
Category	The issue and resolution category. Choose from the drop-down list.
Collection	The issue and resolution collection. Choose from the drop-down list.
Title	The title of the issue and resolution.
Description	A description of the error.
Resolution	A description of the resolution.
Patch
Category	The patch category. Choose from the drop-down list.
Collection	The patch collection. Choose from the drop-down list.
Patch Name	The name of the patch.
Installation Instruction	The installation details.
Q&A
Category	The Q&A category. Choose from the drop-down list.
Collection	The Q&A collection. Choose from the drop-down list.
How do I? How can I?	The question.
Answer	The answer to the question.
Q&A Reference
Category	The Q&A reference category.Choose from the drop-down list.
Collection	The Q&A reference collection.Choose from the drop-down list.
Title	The title of the Q&A reference.
Description	A description of the Q&A reference.

4.

Click Share.

The knowledge article is created in draft status.