This page describes a few key features of our ITIL system.

Which ITIL Standard do we use?

Our ITIL out-of-the-box system is based on the standards and terminology defined in the ITIL 2011 Edition library. 

What controls security and the items different users can see?

In general, group permissions control what each user can see and do in the system.  A user may belong to more than one group to receive a superset of that group's permissions.  For detailed documentation of our group permissions and how they work, click Group Permissions Help.

Can fields be designated as mandatory?

Yes, any field may be made mandatory.  It can be defined as always required, never required, or conditionally required based on the value in another choice-based field.  This option appears within the field setup wizard, on the Options tab:

Once fields have been designated as required, how this requirement is displayed is defined globally. 

The Required Fields window, located at Setup > Look and Feel > Required Fields Display, is a single page that allows you to define how the system displays required fields.
The options selected in the Required Fields window apply to all users, and can be defined separately for User-record fields and for Wizard fields.

 Here you can choose:

• Whether to use an asterisk (*) to denote a required field
• Where to position the asterisk
• To use alternate text defined by the administrator with custom HTML
• The color of the required label

Archiving Records

Records may be archived automatically in a variety of ways.  The system can run a time based rule to set a flag in records whose Date Closed is greater than some time period, for instance 5 years, and that are not used as standard solutions or knowledgebase articles.  It can set an Archived flag to Yes, and that can cause the records to be made invisible to standard users and then deleted on a regular basis, say quarterly or annually, after saving a backup with all archived records.

In our out-of-the-box setup, we have added an Archived field for Incidents with a rule to set the value to Yes three years after an incident is closed, provided it is not a standard solution or converted to a knowledgebase article.

Unique Record IDs

In Agiloft, any record is automatically assigned a unique ID number for the table in which it resides.  The numbers are incremented by 1 for each record.  If a customer requires a more complex numbering system, we can customize the system to add prefixes or other values in addition to the automatically incrementing number.

Audit Trails and the History Field

Each table has a History field that maintains an audit trail of every change made to the record, whether that change is made by a user or a rule action.  Here is an example of a history field for an Incident:

Each entry may be opened for full details of the change:

The history shows whether changes were made by a user or a rule, and also provides a button (View Incident After Change) to show a snapshot of the state of the record after this change.