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Incident Business Object Reference
The following table lists the default definitions of the Incident business object.
•Incident Business Object Field Definitions
•Incident Business Object Relationship Definitions
•Incident Business Object Reference
•Incident Business Object Layouts
•Incident Business Object Forms
•Incident Business Object Quick Action Definitions
•Incident Business Object Integrated Quick Action Definitions
•Incident Business Object Business Rules
•Incident Business Object Searches
Incident Business Object Field Definitions
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 |
Hours of operation 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. |
|
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 |
|
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().
NOTE: The value entered in the LoginId field cannot contain angle brackets. |
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 |
|
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 |
|
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 |
|
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 Business 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 Business Object "Other" Controls
Control Name | Usage | |
---|---|---|
Address Book | 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 Business Object Layouts
Layout |
Description |
Default Roles |
Associated Layouts |
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 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 Business Object Forms
Name |
Purpose |
Incident |
Shows the main incident edit form. |
Incident.Brief |
Shows a brief preview below the list (browse). |
Incident.Brief.WebSelfServiceMain |
Shows a brief preview below the list (browse) for the Self-Service Portal. |
Incident DataEntry |
Shows the data entry form for the incident. |
Incident.Details |
Shows the incident details. |
Incident.PopUp |
Shows the incident in a pop-up view. |
Incident.Summary |
Shows the incident summary. |
Incident.WebSelfService.Edit |
Edits the incident in the Self-Service Portal. |
Incident.WebSelfServiceMain |
Shows the incident form in the Self-Service Portal. |
Incident.WebSelfService.New |
Shows a new incident in the Self-Service Portal. |
Incident.WebSelfService.Preview |
Previews the incident in the Self-Service Portal. |
ResolutionDetails |
Shows the resolution details. |
Incident Business Object Quick Action Definitions
Name |
Description |
Called customer |
Logs a called customer journal entry. |
Close incident |
Changes the state of an incident to closed. |
Export |
Exports incidents to Microsoft 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 the reason, creates a journal entry, and notifies 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. |
Emailed Customer |
Logs an emailed customer journal entry. |
Left VM Customer |
Logs a left voicemail journal entry. |
Incident Business Object Integrated Quick Action Definitions
Name |
Category |
Description |
New Error Message Article |
Knowledge Articles |
Creates a new knowledge article with the same category, description, and resolution as the incident with knowledge type as error message and prompt for the Knowledge Base. |
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 Base. |
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 Base. |
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 Base. |
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 Business 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 an incident in the Self-Service Portal. |
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 Business 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 |
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