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Incident task fields and their behaviour

Incident task fields and their behaviour

Owned by Michael Luecke (Unlicensed)
Oct 03, 2019
Field labelField typeField behaviourPurpose
Reference number

Auto sequence

(Prefix is INCT)

  • Read only
  • Automatically set
  • Display value
Used as a unique reference to an incident task and its display value
Short description

String

  • Mandatory
The short description is used as the primary classifier source for Sofi.
Description

String


Extra information that can be provided as part of the incident task. 

Priority

Choice

Values:

  • P1 | Critical
  • P2 | High
  • P3 | Medium
  • P4 | Low
  • P5 | Planning
  • Mandatory
The priority of an incident task used for reporting purposes or conditional logic purposes.
Parent incident

Reference

(Incident table)

  • Read only
  • Automatically set
This is the incident that this task is the sub task of.
Work journalJournal
Used for internal communication between other members of the service desk.

Closed at

Date and time
  • Read only
  • Automatically set
This is automatically set based on the date and time that the incident task is closed or cancelled.
Closed by

Reference

(User table)

  • Read only
  • Automatically set
This is automatically set based on the person that closes or cancels the incident task. 
Completion notes

String

  • Mandatory when cancelling or closing an incident task.
Used to provide information as to how an incident task was completed or why it was cancelled.
Assignment Group

Reference

(Group table)

  • Mandatory
  • Group must be selectable, have incident task listed in the accessible from table field or the accessible from table field must be empty.
This is the group that is responsible for the completion of the task.
Assignee

Reference

(User table)

  • Mandatory on closure or cancellation
  • User must be a part of the assignment group, be active and have the itsm_agent role or administrator role.  
  • Is automatically cleared if the assignment group changes and they are not a member of the group.
This is the individual responsible for the completion of the task.
Collaborator

Multiple reference

(User table)

  • Users must be active and have the itsm_agent role or administrator role.
These are any users who may be assisting in the completion of the task or want / need to be kept up to date as to the progress of the task.
Sofi conversation ID

String

  • Not visible on form

Used to hold the Sofi conversation ID, which is used by the Sofi continuation point dialog manager element.

Other fields hidden from form and un-used

The below are fields that come off one of the tables incident tasks extend from, which it does not use or have on the form. Some will have some behaviours tied to them (due to existing on the Work table), but some will have nothing tied to it. As a result, you can use them, but they will likely have no functionality tied to them. Note that there are other fields, but they are not recommended to be used due to the potential impact.

Field LabelField typeField behaviourPurpose
Approver

Multiple reference

(User table)


No approval process exists in incident task, so this field currently has no functionality tied to it.
Classification

Reference

(Classification table)

  • Mandatory
No reference qualifier exists at the moment, so this will currently show all classifications in the system.  Can have one created and can be used as required.
Client journalJournal
As clients are recommended not to view incident tasks, this field is not visible on the form and is not used.
Completed atDate and time
  • Read only
As incident tasks do not have a two step closure process, this field is not used and currently not set. 
Completed by

Reference

(User table)

  • Read only
As incident tasks do not have a two step closure process, this field is not used and currently not set. 
Follower

Multiple reference

(User table)


As clients are recommended not to view incident tasks, this field is not visible on the form and is not used.
Parent

Reference

(Work table)

  • Read only
Not used for any purpose at the moment, but can be used in the future.
Related configuration items

Multiple reference

(CMDB table)


Used to highlight any configuration items related to an incident task.  Not currently on the form, but easily added to the form and used if desired.
Requested by dateDate and time
Not currently used, but easily added to the form and used.
Requested for

Reference

(User table)

  • Mandatory
As clients are recommended not to view incident tasks, this field is not visible on the form and is not used.
Requestor

Reference

(User table)

  • Mandatory
As clients are recommended not to view incident tasks, this field is not visible on the form and is not used.
Service

Reference

(CMDB Service table)


Used to highlight a service related to an incident task.   Not currently on the form, but easily added to the form and used if desired.

Related content

Servicely Documentation