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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 "Other" Controls

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.

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

 

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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