Incident One-Step Actions

CSM provides several Incident One-Step Actions to automate tasks.

One-Step Actions	Descriptions Actions	Executed From
Status
Alt 1 Step from Relationship	Conditionally change the Incident status to next logical status (defined by the Incident status values in Table Management) and/or initiate the next appropriate One-Step Action.	Incident form: Next: <Status>
Alt 2 Step from Relationship	Conditionally change the Incident status to next logical status (defined by the Incident status values in Table Management) and/or initiate the next appropriate One-Step Action.	Incident form: Next: <Status>
Next Step from Relationship	Conditionally change the Incident status to next logical status (defined by the Incident status values in Table Management) and/or initiate the next appropriate One-Step Action.	Incident form: Next: <Status>
Form
Ownership
Assign to ANY Individual	Prompts the user to assign the record to any CSM user (not limited by team). Uses Owned By ID and owned by team fields. Changes the Incident status from new to assigned.	Incident form: Assign To link
Assign to Individual	Launches the Choose Team window, where a user can choose an owned by team for the record; then, launches the Choose User window, where a user can choose a primary user from the already-selected team. Changes the Incident status from new to assigned.	Incident form: Assign To link
Assign to Team	Launches the Choose Team window, where a user can choose an owned by team for the record.	Incident form: Team: link
Close Incident	Works with close status. Changes the Incident status from resolved to closed. Prompts the user to fill in resolution notes and cause code if those fields are empty.	Incident form
Reopen Incident	Works with reopen status. Changes the Incident status from resolved to reopened, and clears the resolution fields. Sets the resolved time in minutes and the total STC time in minutes to restart the SLA clock.	Incident form
Resolve Incident	Works with resolve status. Changes Incident status from in progress to resolved, and then prompts the user for a close description and cause code if those fields are empty. A pop-up message displays if the Incident record has open Tasks associated with it that need to be closed before the Incident is resolved.	Incident form
Set Pending	Works with set pending status. Changes Incident status from in progress or reopened to pending to pause the SLA clock (Stop The Clock). For Incidents in pending status, sets them to their previous status using the Remove Pending Status link.	Incident form
Start Work In Progress	Works with begin work status. Tracks the date/time responded and changes the Incident status to in progress. If ownership has not yet been assigned, assigns the Incident to the current user and the team that user belongs to.	Incident form
Take Ownership	Makes the current user the primary user of the record. Changes the Incident status from new to assigned.	Incident form: Assign to Me action
Other
Nominate for KB	Creates a new Knowledge Article (KA) populated with the description, categorization, and solution/workaround from the Incident. Use to submit information from an Incident record as a KA to the Knowledge Base. A KA is a separate record with its own workflow.	Incident form: Submit to Knowledge Base action
Remove/Change Requester	Launches the Select an option window where a user can choose to remove or change the requester.	Incident form: Remove/Change Requester action

A full list of One-Step™ Actions is beyond the scope of this document. Export a schema document from CSM Administrator (Create a Blueprint > Tools > Export Schema) to view a full list of One-Step Actions associated with a particular type of Business Object.