Incident Object

The following table lists the default definitions of the incident object.

Field name	Type	Size	Description
ActualCategory	Text	60	Default category.
ActualService	Text	100	Default service.
AlternateContactEmail	Text	100	Email address for an alternate contact.
AlternateContactLink	Link	n/a	Reported by.
BusinessUnitId	Text	32	Organization unit ID.
Category	Text	60	Category.
CauseCode	Text	60	Reason code.
ClosedBy	Text	30	$CurrentUserName().
ClosedDateTime	DateTime	n/a	$CurrentDateTime().
ClosedDuration	Number	10 digit	HOP calculation expression.
ClosingEscLink	Link	n/a	When "auto-closed".
Cost	Number	6 digit, 2 decimal	Stores the cost to resolve the incident.
CostPerMinute	Number	6 digit	Stores the calculated cost/minute to resolve the incident.
CreatedBy	Text	30	$CurrentUserName()
CreatedByRecID	Text	32	n/a
CreatedByType	Text	25	n/a
CreatedDateTime	DateTime	n/a	$CurrentDateTime()
CustomerDepartment	Text	100	Department of the reporter.
CustomerLocation	Text	100	Location of the reporter.
Email	Text	100	Email address of the reporter.
FirstCallResolution	Boolean	n/a	If solved at the first call.
GridRowColor	Text	50	Sets the color of the row for the dashboard differentiating priorities etc.
HoursOfOperation	Text	100	n/a
Impact	Text	30	Impact type.
IncidentNumber	Number	10 digits	Number assigned to this incident. Auto-generated from a counter.
InventoryItemLink	Link	n/a	Impacted inventory item.
IsInFinalState	Boolean	n/a	Keep track of the My Items state.
IsNewRecord	Boolean	n/a	Rule implementation field.
IsNotification	Boolean	n/a	Enable/disable all notifications.
IsReclassifiedforResolution	Boolean	n/a	Reclassified for resolution.
IsReportedByAlternateContact	Boolean	n/a	Defaults to false.
IsResolutionBreached	Boolean	n/a	Is resolution breached?
IsResponseBreached	Boolean	n/a	Is response breached?
IsVIP	Boolean	n/a	Is customer a VIP?
IsWorkAround	Boolean	n/a	Indicates if the resolution is a workaround.
Knowledgelink	Link	n/a	Link to knowledge article
LastModBy	Text	30	$CurrentUserName()
LastModDateTime	DateTime	n/a	$CurrentDateTime()
LoginId	Text	200	$CurrentLoginId()
Owner	Text	30	Assigned owner.
OwnerEmail	Text	100	Email address of the assigned owner.
OwnershipAssignmentEmail	Text	100	See rules below.
OwnerTeam	Text	50	Assigned owner team.
OwnerTeamEmail	Text	100	Email address of the team manager.
OwnerType	Text	30	$DefaultUserType()
Phone	Text	25	Phone number of the reporter.
PreviousState	Text	50	Saves the previous state of the incident used in unlinking problem.
Priority	Text	10	The priority, from a combination of impact and urgency.
ProfileFullName	Text	60	Full name of the reporter.
ProfileLink	Link	n/a	Used for accessing profile data.
ProgressBarPosition	Text	25	n/a
RecID	Text	32	Record ID.
Resolution	Text	32	When the incident is resolved.
ResolutionEscLink	Link	n/a	When auto-resolved.
ResolvedBy	Text	100	Resolved by employee.
ResolvedbyIncidentNumber	Number	10 digits	Resolved by related incident number.
ResolvedByType	Text	200	n/a
ResolvedDateTime	DateTime	n/a	$CurrentDateTime()
RespondedBy	Text	200	User who responded to the incident.
RespondedDateTime	DateTime	n/a	$CurrentDateTime()
ResponseEscLink	Link	n/a	Response time Service Level Agreement monitor.
Service	Text	100	Pick list for the service.
SLA	Text	50	Service Level Agreement title.
SLALink	Link	n/a	Link to matching Service Level Agreement object.
Source	Text	40	Pick list for the source.
Status	Text	40	Pick list. See lifecycle.
SubCategory	Text	40	n/a
Subject	Text	100	Incident title.
Symptom	Text	100	Incident description.
TeamManagerEmail	Text	n/a	Email address of the team manager.
TotalTimeSpent	Number	10 digits, 2 decimals	Total time spent resolving issue.
TypeOf Incident	Text	40	Type of incident.
Urgency	Text	30	Pick list for the urgency.
WaitingEscLink	Link	n/a	Waiting Service Level Agreement monitor.

Incident Object Relationship Definitions

Relationship	Type	Cardinality
IncidentContainsAttachment	contains	many
AuditHistoryRelationship	contains	zero or many
BusinessServiceAssociatesIncident	associated	zero or one
IncidentAssociatesChange	associated	zero or many
IncidentAssociatesCI	associated	zero or many
ComputerProvisionActionAssociatedIncident	associated	zero or one
IncidentAssociatedComputerProvisionAction	associated	zero or many
IncidentAssociatedEscalationWatch	associated	zero or many
IncidentAssociatedByWorkflowInstance	associated	zero or many
IncidentAssocFRS_Knowledge	associated	zero or one
IncidentAssociatedMyItem	associated	zero or one
IncidentContainsIncidentDetail	contains	exactly one
InstalledApplicationAssociatedIncident	associated	zero or many
IncidentAssociatesInventoryItem	associated	zero or many
IncidentContainsJournal	contains	zero or many
IncidentAssociatedKnowledge	associated	zero or many
IncidentAssocOrganizationalUnit	associated	zero or one
ProblemAssociatesIncident	associated	zero or one
EmployeeAssociatesIncident	associated	zero or one
IncidentOwnerEmployee	associated	zero or one
IncidentAssociatedByAlternateContact	associated	zero or one
VendorAssociatesIncident	associated	zero or one
ServiceCatalogAssociatesIncident	associated	zero or many
IncidentAssociatedServiceReq	associated	zero or one
ServiceReqAssociatedByIncident	associated	zero or many
IncidentAssociatedSoftwareAction	associated	zero or many
SoftwareActionAssociatedIncident	associated	zero or one
IncidentContainsTask	associated	zero or many
IncidentAssociatedCancelledTask	associated	zero or many
IncidentAssocTaskAssignment	associated	zero or many

Incident Other Controls

Control name	Usage
Address BookA HEAT object that stores names and email addresses from the employee and external contact objects. Users simply start typing a name in an address-book-enabled field, and a list of names and email addresses appears.	Place over a text field.
Attachments
Cancel Button
CI Tree Viewer
Command Button
Expression Text
ExternalLoginViewer
Grid
Label
Picture
Progress Bar
Related Objects List
Response Target
Schedule
Social Share Button
Software Installation
Tree Grid
URL Button

Incident Object Layouts

Layout	Description	Default roles	Associated layout
Entry forms	Create, change, or view incidents.	Service Desk Analyst, Service Desk Manager, Internal specialists	Incident Incident.SDA Incident.SDM
Self service entry form	Create, change, or view incidents.	Customer or reporter	Incident.WebSelfService.New Incident.WebSelfService.Edit Incident.WebSelfService.View Incident.WebSelfServiceMain
Search Incident form	View and update incidents.	Service Desk Manager, Service Desk Analyst	SearchIncidentLayout SearchIncidentLayout.Admin

Incident Object Forms

Name	Purpose
Incident	Main incident edit.
Incident.Brief	Brief preview below list (browse).
Incident.Brief.WebSelfServiceMain	Brief preview below list (browse) for the Self Service module.
Incident DataEntry	Data entry for incident.
Incident.Details	Entry for incident details.
Incident.PopUp	Pop-up view.
Incident.Summary	Shows the incident summary.
Incident.WebSelfService.Edit	Edit the incident in the Self Service module.
Incident.WebSelfServiceMain	Main Self Service incident form.
Incident.WebSelfService.New	New incident for the Self Service module.
Incident.WebSelfService.Preview	Preview incident in the Self Service module.
ResolutionDetails	Resolution details.

Incident Object Quick Action Definitions

Name	Description
Called customer	Logs a "called customer" journal entry on click.
Close incident	Changes the state of an incident to closed.
Export	Exports incidents to MS Excel.
Move Resolution to Active History	Prompts user with move resolution to activity history.
Resolve incident	Changes the state of an incident to resolved.
Stop clock	Stops the clock, accepts reason, creates a journal entry, and sends notification to the customer.
Update Status to Active	Changes the status to active.
Reassign ownership	Changes the incident status to logged and creates journal notes.
Software Failure	Updates the incident to log software failure.
Software Request	Updates the incident to log software request.
Create memo	Logs a "notes" journal entry on click.
Emailed Customer	Logs an "emailed customer" journal entry on click.
Left VM Customer	Logs a "left voice main" journal entry on click.

Incident Object Integrated Quick Action Definitions

Name	Category	Description
New Error Message Article	Knowledge Articles	Creates a new article with the same category, description, and resolution as the incident with knowledge type as error message and prompt for the knowledge repository.
New FAQ Article	Knowledge Articles	Creates a new article with the same category, description, and resolution as the incident with knowledge type as FAQ and prompt for the knowledge repository.
New How Do I Article	Knowledge Article	Creates a new article with the same category, description, and resolution as the incident with knowledge type as How Do I and prompt for the knowledge repository.
New Issue Resolution Article	Knowledge Article	Creates a new article with the same category, description, and resolution as the incident with knowledge type as issue resolution and prompt for the knowledge repository.
Add problem	System	Opens the problem form to create a problem record from the current incident.
Add change	System	Opens the change form to create a change record and link to the current incident.
Add inventory item - computer	System	Opens the form to add a computer.
Add inventory item - mobile	System	Opens the form to add a mobile device.
Add inventory item - network device	System	Opens the form to add a network device.
Add inventory item - printer	System	Opens the form to add a printer.
Add inventory item - undefined	System	Opens the form to add an undefined inventory item.
Add Notes	System	Shortcut to add a journal entry.
Add Task	System	Shortcut to add an internal task.

Incident Object Business Rules

Name	Description
Active notification	Sends a notification when the status changes from logged to active.
Add My Item	Automatically assigns incidents to a team or owner based on configurable rules.
Add Notes for Self Service Incident	Sends notification when new notes are added to a Self Service incident.
BackoutResolution	Sends notification when a resolution is backed out.
ForNewIncidentNotification	Sends notification when the incident is created.
IncidentOwnerChange	Sends notification when the incident owner is changed.
IncidentPriority1Notification	Sends notification when an incident is created with priority 1.
IncidentResolutionNotification	Sends notification when the incident is resolved.
Owner Assigned	Sends notification when the owner of the incident is assigned.
Owner Team Assignment	Sends notification when the owner team of the incident changes.
Priority Changed	Sends notification when the priority of the incident is changed.
ResponseTimeLapsed	Sends notification on response and resolution breach.
ResponseTimeStamp	Adds a time stamp to the response notification.
StopEscalationClock	Stops the escalation clock upon changing the status to waiting for customer.
Update My Item	Sends notification when the incident is updated.
VIP notification	Sends notification if the incident is logged by a VIP.

Incident Object Searches

Name	Criteria
Active incidents	Status!= ('Closed', 'Resolved')
Active incidents	Status!= 'Closed'
Active priority1 incidents	Status!= ('Closed', 'Resolved') and Priority = 1
Active VIP incidents	Status!= ('Closed', 'Resolved') and isVIP = true
All incidents waiting for analyst	All open incident with status=logged
All incidents waiting for analyst for more than 1 day	All open incident with status=logged and createddatetime >= CurrentDateTime - 1
Incident breaching today	ResolvedDateTime is empty and BreachedDateTime = Date($currentdatetime)
Incidents with changes	ChangeLink is not empty
Incidents linked to problem	ProblemLink is not empty
Resolved on first call	Status = ('Closed', 'Resolved') and FirstCallResolution = true