Queries

This topic applies to systems using a Service Desk or Universal license only.

In addition to the queries described below, there are default queries for the main objects in the Incident Management module. These default queries have names of the form Incident - <object>, and display the Title (or Summary), Created by, and Created date fields. They have no criteria specified. Default queries that differ significantly from this are also included below.

Queries that include the Extended ID attribute (which uses the column heading of Reference) typically also include the ID or Reference Number attribute as a hidden column. This hidden attribute is used for sorting. For more information about extended IDs, see Extended IDs.

Active Incident Task Assignments

Purpose:	Lists all open incident task assignments for the selected incident
Prompts:	Task Incident
Fields displayed:	Title, Creation Date
Criteria:	Status is Open Task Incident is equal to <prompt user>

Active Major Incidents

Purpose:	Lists all active major incidents (incidents with the Major Incident check box selected)
Prompts:	None
Fields displayed:	Extended ID, Title
Criteria:	Status.Is End is equal to (false) AND Status.Is Completion is equal to (false) AND Major Incident is equal to (true)

All Incidents

Purpose:	Lists all incidents
Prompts:	None
Fields displayed:	Extended ID, Summary, Status, Creation Date, User, Minutes To Breach, Description, Category
Criteria:	None

All Resolved Incidents

Purpose:	Lists all incidents that have been resolved
Prompts:	None
Fields displayed:	Extended ID, Title, Category, Raise User, Latest Assignment Group, Latest Assignment User, Last Updated Date
Criteria:	Status is equal to (Resolved)

By Category

Purpose:	Lists all incidents for the selected category.
Prompts:	Category
Fields displayed:	Extended ID, Title, Status, Creation Date, Close on Creation
Criteria:	Category is equal to <prompt user>

By Configuration Item

Purpose:	Lists all incidents for the selected CI.
Prompts:	CI
Fields displayed:	Extended ID, Title, Status, Creation Date
Criteria:	Configuration Item is equal to <prompt user>

By User

Purpose:	Lists all incidents for the selected Raise User.
Prompts:	Raise User
Fields displayed:	Extended ID, Title, Status, Creation Date
Criteria:	Raise User is equal to <prompt user>

By User – Open

Purpose:	Lists all open incidents for the selected Raise User.
Prompts:	Raise User
Fields displayed:	Extended ID, Title, Status, Creation Date
Criteria:	Raise User is equal to <prompt user> AND Status is not a Completion Status

By User – Today

Purpose:	Lists all incidents logged today for the selected Raise User.
Prompts:	Raise User
Fields displayed:	Extended ID, Title, Status, Creation Date
Criteria:	Raise User is equal to <prompt user> AND Creation Date is Today

Closed Incidents Logged Today

Purpose:	Lists all incidents that were logged today that are now closed.
Prompts:	None
Fields displayed:	Extended ID, Title, Creation Date, Status, User, Description, Category
Criteria:	Status is an End status AND Creation Date is Today

Group Incident Workload

Purpose:	Lists all incidents that are assigned to your current group.
Prompts:	None
Fields displayed:	Extended ID, Title, Status, Raise User, Current Assignment User, Current Assignment Group, Assignment Creation Date
Criteria:	Current Assignment Group is Current Group

Incident – Reminders

Purpose:	Default query for Incident Reminders
Prompts:	None
Fields displayed:	Subject, Send date
Criteria:	None

Incident – Task Assignments

Purpose:	Default query for Incident Task Assignments
Prompts:	None
Fields displayed:	Title, Created by, User assigned to, Group assigned to, Assignment date
Criteria:	None

Incident – Task Reminders

Purpose:	Default query for Incident Task Reminders
Prompts:	None
Fields displayed:	Subject, Send date
Criteria:	None

Incident Assignments

Purpose:	Lists Assignments for the selected Incident
Prompts:	Incident ID
Fields displayed:	Title, Assignment date
Criteria:	Incident is equal to <prompt user>

Incident Category Analysis

Purpose:	Lists Incidents logged in the previous 3 months, grouped by Category
Prompts:	None
Fields displayed:	Extended ID, Title, Category, Status, Raise User, Response Level, Latest Assignment Group, Creation Date, Minutes To Breach
Criteria:	Creation Date is within the previous 3 months

Incident Search

Purpose:	A prompted search for incidents
Prompts:	Reference Number, Title, Raise User, Creation Date, Status
Fields displayed:	Extended ID, Title, Creation Date, Status, Raise User, Description
Criteria:	Reference Number is equal to <prompt user> Title contains <prompt user> Raise User contains <prompt user> Creation Date is between <prompt user> Status is equal to <prompt user>

Incident Task Assignments

Purpose:	Lists Task Assignments for the selected Incident
Prompts:	Incident ID
Fields displayed:	Title, Assignment date
Criteria:	Task.Incident is equal to <prompt user>

Incident Workload List

Purpose:	A prioritised list of incidents
Prompts:	None
Fields displayed:	Priority, Class, Lifecycle, Extended ID, Raised By, Assigned Group, Assigned Analyst, Assignment Date, Assignment Number, Title, Status
Criteria:	Current Assignment User is Current User OR Current Assignment Group is null OR Current Assignment.Group is Current Group

Incidents Awaiting Response

Purpose:	Lists incidents at the Awaiting Response status. Typically used to identify incidents logged by end-users using the Full Incident process that need progressing.
Prompts:	None
Fields displayed:	Extended ID, Title, Creation Date, Assigned User, Raise User, Response Level
Criteria:	Status is equal to Awaiting Response

Incidents By Status

Purpose:	Lists open incidents grouped by status.
Prompts:	None
Fields displayed:	Colour, Extended ID, Title, Status, Raise User, Category, Creation Date
Criteria:	Status.Is End is equal to (false)

Incidents I Am Watching

Purpose:	Lists incidents that the user has set to be watched.
Prompts:	None
Fields displayed:	Extended ID, Summary, Current Status, Currently Assigned Group, Currently Assigned Analyst, Breaches. Raise User, Category, Description.
Criteria:	Lifecycle is equal to Incident Watch List Task AND Status is equal to Watching AND Created By is Current User

Incidents Logged Today by Status

Purpose:	Lists incidents at the specified status, response level, and category that were logged today.
Prompts:	Status Response Level Category
Fields displayed:	Extended ID, Title, Raise User, Category, Status, Response Level, Impact, Urgency
Criteria:	Creation Date is today Status is equal to <prompt user> Response Level is equal to <prompt user> Category is equal to <prompt user>

Major Incidents

Purpose:	Lists open incidents that have been marked as Major Incidents; used in the Full Incident process (see Incident Management: Full Incident).
Prompts:	None
Fields displayed:	Extended ID, Title, Creation Date, Assigned Analyst, User, Response Level, Status
Criteria:	Major Incident is True AND Status is not a Completion status

My Group's Incident Tasks

Purpose:	Lists all open tasks on incidents that are assigned to my current group
Prompts:	None
Fields displayed:	Extended ID, Serial Number, Title, Lifecycle, Latest Assignment User, Creation Date
Criteria:	Status.Is Completion is equal to false AND Status.Is End is equal to false AND Latest Assignment.Group is Current Group

My Group's Incident Workload

Purpose:	A prioritised list of incidents for the current group only
Prompts:	None
Fields displayed:	Colour, Extended ID, Title, Status, Raised By, Latest Assignment User, Response Level, Creation Date, Minutes to Breach
Criteria:	Latest Assignment.Group is Current Group AND Status.Is End is equal to false AND Status.Is Completion is equal to false

My Group's Unassigned Incident Workload

Purpose:	Lists all incidents assigned to my current group that are not assigned to a user
Prompts:	None
Fields displayed:	Colour, Extended ID, Title, Status, Raised By, Response Level, Creation Date, Minutes to Breach
Criteria:	Latest Assignment.Group is Current Group AND Current Assignment User is Null AND Status.Is End is equal to (false) AND Status.Is Completion is equal to (false)

My Incident Task Workload

Purpose:	A prioritised list of incident tasks for the current user
Prompts:	None
Fields displayed:	Extended ID, Task ID, Task Summary, Task Creation Date, Task Status, Incident Raised By
Criteria:	Current Assignment User is Current User

My Incident Workload

Purpose:	A prioritised list of incidents for the current user
Prompts:	None
Fields displayed:	Extended ID, Title, Status, Raised By, Creation Date, Response Level, Priority, Reopened, Unresolved, Major Incident, Minutes to Breach
Criteria:	Current Assignment User is Current User

Open Breached Incidents

Purpose:	Lists open incidents that have breached the Is Breach response level.
Prompts:	None
Fields displayed:	Extended ID, Title, Assigned Analyst, Raise User, Creation Date
Criteria:	Status is not an End Status AND Status is not a Completion Status AND Is Breached is equal to True

Open Incidents

Purpose:	Lists incidents that are neither at a Completion status nor an End status.
Prompts:	None
Fields displayed:	Extended ID, Title, Creation Date, Status, User, Description, Category
Criteria:	Status is not an End Status Status is not a Completion Status

Open Incidents by Category

Purpose:	Lists incidents that are neither at a Completion status nor an End status, sorted by Category.
Prompts:	None
Fields displayed:	Extended ID, Title, Creation Date, Status, User, Description, Category
Criteria:	Status is not an End Status Status is not a Completion Status

Open Incidents by Response Level

Purpose:	Lists incidents that are neither at a Completion status nor an End status, grouped by Response Level.
Prompts:	None
Fields displayed:	Colour, Extended ID, Title, Creation Date, Status, Raise User, Category, Response Level, Latest Assignment Group, Creation Date
Criteria:	Status is not an End Status Status is not a Completion Status

Open Incidents Logged Today

Purpose:	Lists all incidents that were logged today that are still open.
Prompts:	None
Fields displayed:	Extended ID, Title, Creation Date, Status, User, Description, Category
Criteria:	Status is not an End status Status is not a Completion status Creation Date is Today

Reopened Incidents

Purpose:	Lists incidents that have the Reopened flag set; used in the Full Incident process (see Incident Management: Full Incident).
Prompts:	None
Fields displayed:	Extended ID, Title, Creation Date, Assigned Analyst, User, Response Level, Status
Criteria:	Reopened is equal to True

Resolved Incidents

Purpose:	Lists all incidents that are resolved.
Prompts:	None
Fields displayed:	Process Reference, Reference Number
Criteria:	Status is equal to Resolved

Resolved Incidents Due To Be Auto Closed

Purpose:	Lists all resolved incidents that are due to be closed.
Prompts:	None
Fields displayed:	Extended ID
Criteria:	Status is equal to Resolved AND AutoCloseFlag is equal to True

Resolved Incidents Logged Today

Purpose:	Lists all incidents that were logged today that are now resolved, and includes the time taken to resolve each.
Prompts:	None
Fields displayed:	Extended ID,Title, Creation Date, Status, User, Description, Category, Time Taken to Resolve
Criteria:	Incident Creation Date is Today

SS My Answered Questions

Purpose:	Lists all closed incidents logged by the current user that have the category of Question. Intended for use with Self Service.
Prompts:	None
Fields displayed:	Creation Date, Description
Criteria:	Raise User is Current User AND Category is equal to Question AND Status is an End status

SS My Closed Incidents

Purpose:	Lists all closed incidents logged by the current user. Intended for use with Self Service.
Prompts:	None
Fields displayed:	Extended ID, Creation Date, Title, Status
Criteria:	Raise User is Current User AND Status is an End status

SS My Incidents

Purpose:	Lists all incidents logged by the current user. Intended for use with Self Service.
Prompts:	None
Fields displayed:	Extended ID, Creation Date, Title, Status
Criteria:	Raise User is Current User

SS My Open Incidents

Purpose:	Lists all open incidents logged by the current user. Intended for use with Self Service.
Prompts:	None
Fields displayed:	Extended ID, Creation Date, Title, Status
Criteria:	Raise User is Current User AND Status is not an End status AND Status is not a Completion status

SS My Resolved Incidents

Purpose:	Lists all resolved incidents logged by the current user. Intended for use with Self Service.
Prompts:	None
Fields displayed:	Extended ID, Creation Date, Title, Status
Criteria:	Raise User is Current User AND Status is a Completion status

SS My Unanswered Questions

Purpose:	Lists all incidents logged by the current user that have the category of Question that are not closed. Intended for use with Self Service.
Prompts:	None
Fields displayed:	Creation Date, Description
Criteria:	Raise User is Current User AND Category is equal to Question AND Status is not an End status

SS Open Incidents

Purpose:	Lists all incidents at the Open status. Intended for use with Self Service.
Prompts:	None
Fields displayed:	Extended ID, Creation Date, Category, Title
Criteria:	Status is equal to Open

SS Recently Asked Questions

Purpose:	Lists all incidents logged by the current user that have the category of Question, grouped by Creation Date. Intended for use with Self Service.
Prompts:	None
Fields displayed:	Creation Date, Description
Criteria:	Category is equal to Question

Unresolved Incidents

Purpose:	Lists incidents that have the Unresolved flag set; used in the Full Incident process (see Incident Management: Full Incident).
Prompts:	None
Fields displayed:	Extended ID, Title, Creation Date, Assigned Analyst, User, Response Level, Status
Criteria:	Unresolved is equal to True