Deploy this template to provide employees with a standardized way for reporting device security incidents involving a company device.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
This template creates an incident record that captures essential issue details and urgency and impact values for efficient troubleshooting. Review what's included with the template.
Intake Attributes
The intake form for this template captures these details from the employee:
- Incident Date: The specific date when the security incident or suspicious activity occurred.
- Incident Details: A description of the security event, including any unusual behavior, suspicious emails, or unauthorized access attempts observed.
- Impacted Device: The specific company-assigned hardware or system that was affected by the security incident.
- Urgency: The employee's assessment of how quickly a resolution is required.
- Impact: The extent to which the issue hinders the employee's ability to work.
Incident Resolution
This service process routes the incident to the IT support queue for manual troubleshooting and resolution.
Integration
This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled.