The Incident report entered during Incident creation is recorded within the Description tab. Changes can be made to the Incident report within this tab if required, but it should be noted that an Audit Trail is not maintained for changes made within this screen. Therefore, it is recommended that any Incident Description changes be entered as a Note.
The details recorded in the Subject field are displayed in scroll-over summaries throughout the application. For example, when a new Incident is being entered for a Customer, a Recent Customer Requests list is displayed during the Incident creation process for all Items the Customer owns either directly or via shared ownership. The Requests list includes a scroll-over summary where Subject content is displayed, if the Subject is completed for an Incident. Subject information can also be included within a column in the Incidents List View, for a quick glance summary of an Incident.
The Administrator can set the Subject field to be required for Technicians and Customers within the Setup>Privileges>User and Setup>Privileges>Customer tabs, respectively.