Incident

• Incident may be caused by Changes Investigation of Incidents may indicate the need for a Change.
• You can use pre-defined constant in server-side code(Script Includes, Business Rule, UI Action)
• You can’t create change request from inactive incidents.
• Inbound actions can be configured to enable creating or updating incidents.
• Category and subcategory is stored by Choice[sys_choice]
• Duration[calendar_duration] : Total elapsed time between when an incident is created until the time it’s resolved.
• Reduction in the time services are unavailable.

State

New

• Caller and short description are mandatory fields.
• Impact and Urgency is used to calculate priority.

In progress

On hold

• On hold reason is mandatory field.
• Resolved → On hold : Reopen

Resolved

• Resolution code and Resolution notes are mandatory.
• If a user is caller and state is resolved, even if user has no roles, A user can close an incident.

Closed

• Active : False

Canceled

• Active : False

Roles

• User with no assigned roles can read an incident when they are caller, opened by or on the watch list.
• VIP Users :

Priority Lookup Tables

Incident Properties

Parent - Child Incident

• State, Close Note, Close Code, Comments, Worknote → they are updated on child incident based on parent incident update.

Knowledge

[X] Knowledge

​ it will create a draft knowledge article once the incident is closed.

Life Cycle

• Creation and Classification
  • Create new & locate
  • Define & Classify
  • Assign
• Investigation and Diagnosis
  • Locate assigned incident
  • Investigate & diagnose
  • Update incident activity
  • Escalate
  • Monitor
• Resolution and Closure
  • Restore service
  • Update incident activity
  • Communicate