Default category.

Default service.

Email address for an alternate contact.

Reported by.

Organization unit ID.

Category.

Reason code.

$CurrentUserName().

$CurrentDateTime().

Hours of operation calculation expression.

When "auto-closed".

Stores the cost to resolve the incident.

Stores the calculated cost/minute to resolve the incident.

$CurrentUserName()

n/a

n/a

$CurrentDateTime()

Department of the reporter.

Location of the reporter.

Email address of the reporter.

If solved at the first call.

Sets the color of the row for the dashboard differentiating priorities etc.

Impact type.

Number assigned to this incident. Auto-generated from a counter.

Impacted inventory item.

Keep track of the My Items state.

Rule implementation field.

Enable/disable all notifications.

Reclassified for resolution.

Defaults to false.

Is resolution breached?

Is response breached?

Is customer a VIP?

Indicates if the resolution is a workaround.

Link to knowledge article.

$CurrentUserName()

$CurrentDateTime()

$CurrentLoginId().

NOTE: The value entered in the LoginId field cannot contain angle brackets.

Assigned owner.

Email address of the assigned owner.

See rules below.

Assigned owner team.

Email address of the team manager.

$DefaultUserType()

Phone number of the reporter.

Saves the previous state of the incident used in unlinking problem.

The priority, from a combination of impact and urgency.

Full name of the reporter.

Used for accessing profile data.

Record ID.

When the incident is resolved.

When auto-resolved.

Resolved by employee.

Resolved by related incident number.

$CurrentDateTime()

User who responded to the incident.

$CurrentDateTime()

Response time service level agreement monitor.

Pick list for the service.

Service level agreement title.

Link to matching service level agreement object.

Pick list for the source.

Pick list. See lifecycle.

Incident title.

Incident description.

Email address of the team manager.

Total time spent resolving issue.

Type of incident.

Pick list for the urgency.

many

zero or many

zero or one

zero or many

zero or many

zero or one

zero or many

zero or many

zero or many

zero or one

zero or one

exactly one

zero or many

zero or many

zero or many

zero or many

zero or one

zero or one

zero or one

zero or one

zero or one

zero or one

zero or many

zero or one

zero or many

zero or many

zero or one

zero or many

zero or many

Incident

Incident.SDA

Incident.SDM

Incident.WebSelfService.New

Incident.WebSelfService.Edit

Incident.WebSelfService.View

Incident.WebSelfServiceMain

Shows the main incident edit form.

Shows a brief preview below the list (browse).

Shows a brief preview below the list (browse) for the Self-Service Portal.

Shows the data entry form for the incident.

Shows the incident details.

Shows the incident in a pop-up view.

Shows the incident summary.

Edits the incident in the Self-Service Portal.

Shows the incident form in the Self-Service Portal.

Shows a new incident in the Self-Service Portal.

Previews the incident in the Self-Service Portal.

Logs a called customer journal entry.

Changes the state of an incident to closed.

Exports incidents to Microsoft Excel.

Prompts user with move resolution to activity history.

Changes the state of an incident to resolved.

Stops the clock, accepts the reason, creates a journal entry, and notifies the customer.

Changes the status to active.

Changes the incident status to logged and creates journal notes.

Updates the incident to log software failure.

Updates the incident to log software request.

Logs a notes journal entry.

Logs an emailed customer journal entry.

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.

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.

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.

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.

Opens the problem form to create a problem record from the current incident.

Opens the change form to create a change record and link to the current incident.

Opens the form to add a computer.

Opens the form to add a mobile device.

Opens the form to add a network device.

Opens the form to add a printer.

Opens the form to add an undefined inventory item.

Shortcut to add a journal entry.

Sends a notification when the status changes from logged to active.

Automatically assigns incidents to a team or owner based on configurable rules.

Sends notification when new notes are added to an incident in the Self-Service Portal.

Sends notification when a resolution is backed out.

Sends notification when the incident is created.

Sends notification when the incident owner is changed.

Sends notification when an incident is created with priority 1.

Sends notification when the incident is resolved.

Sends notification when the owner of the incident is assigned.

Sends notification when the owner team of the incident changes.

Sends notification when the priority of the incident is changed.

Sends notification on response and resolution breach.

Adds a time stamp to the response notification.

Stops the escalation clock upon changing the status to waiting for customer.

Sends notification when the incident is updated.

Status!= ('Closed', 'Resolved')

Status!= 'Closed'

Status!= ('Closed', 'Resolved') and Priority = 1

Status!= ('Closed', 'Resolved') and isVIP = true

All open incident with status=logged

All open incident with status=logged and createddatetime >= CurrentDateTime - 1

ResolvedDateTime is empty and BreachedDateTime = Date($currentdatetime)

ChangeLink is not empty

ProblemLink is not empty