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Incident fields and their behaviour

Incident fields and their behaviour

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

Auto sequence

(Prefix is INC)

  • Read only
  • Automatically set
  • Display value
Used as a unique reference to an incident 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.
SLA status

String

  • Read only
  • Automatically set based on a combination fields on a primary SLA related to this incident.
This highlights the status of the primary SLA against a record, to ensure that the incident is being updated in a timely matter. 
Impact

Choice

Values:

  • High
  • Medium
  • Low
  • Mandatory
In combination with urgency, this determines the priority of an incident.
Urgency

Choice

Values:

  • High
  • Medium
  • Low
  • Mandatory
In combination with impact, this determines the priority of an incident.

Priority

Choice

Values:

  • P1 | Critical
  • P2 | High
  • P3 | Medium
  • P4 | Low
  • P5 | Planning
  • Read only
  • Automatically set based on the combination of impact and urgency.
    • Urgency: High, Impact: High, Priority: P1 | Critical
    • Urgency: High, Impact: Medium, Priority: P2 | High
    • Urgency: High, Impact: Low, Priority: P3 | Medium
    • Urgency: Medium, Impact: High, Priority: P2 | High
    • Urgency: Medium, Impact: Medium, Priority: P3 | Medium
    • Urgency: Medium, Impact: Low, Priority: P4 | Low
    • Urgency: Low, Impact: High, Priority: P3 | Medium
    • Urgency: Low, Impact: Medium, Priority: P4 | Low
    • Urgency: Low, Impact: Low, Priority: P5 | Planning
The priority of an incident used for reporting purposes, conditional logic purposes and SLA purposes.
Change required

Multiple reference

(Change table)

  • Change must not be completed or closed.
These are the changes that are related to an incident.  Once one of these have been completed, it will automatically resolve the incident and update the incident in various other fields as the process dictates.
Related problem

Multiple reference

(Problem table)

  • When a value has been entered into this field, the field will be highlighted in red.
  • Problem must not be resolved or closed.
These are the problems that are related to an incident.  Once one of these have been resolved, it will automatically resolve the incident and update the incident in various other fields as the process dictates.
Related major incident

Reference

(Incident table)

  • When a value has been entered into this field, the field will be highlighted in red.
  • Incident must be a major incident and must not be resolved or closed.
This is the parent incident to an Incident.  This incident will automatically update the focus incident in various fields as the process dictates.
Attached knowledge

Reference

(Knowledge table)

  • Read only
  • Automatically set when knowledge is attached from Sofi.
This is used to understand what knowledge was used for an incident. 
Resulting knowledge

Reference

(Knowledge table)

  • Read only
  • Automatically set when a knowledge article is created from the record.
This is used to hold the knowledge article that was created from the incident.  Once this field has been set, users can automatically be redirected to it based on a button on the incident form when this has been populated.
Related configuration items

Multiple reference

(CMDB table)


Used to highlight any configuration items related to an incident.
Follower

Multiple reference

(User table)


This is the list of the followers for an incident. This is also used to assist with the "incidents I'm following" menu item.
Client journalJournal
This is the method to communicate with the client or the client to communicate with the service desk via an incident. When a knowledge article is attached from Sofi, it will automatically enter this field.
Work journalJournal
This is the method to communicate internally about an incident that should not be visible to the client (unless they have the appropriate roles).
Subtasks

Multiple reference

(Incident task table)


These are the incident tasks that have been created from and are related to an incident.
Major incident

Boolean

(Radio button)

  • When set to true, a popup will come up confirming to make it a major incident.
This highlights whether or not the incident is a major incident, which means it will follow the major incident process as detailed in the Incident management automation and functionality
Major incident manager

Reference

(User table)

  • Mandatory when major incident is set to true.
  • User must be active
This is the user that is considered responsible of the resolution of a major incident and helps manage the process.
Major incident follower

Multiple reference

(User table)


These are the users who wish for extra visibility of an incident, although no notifications are set up out of the box in regards to it. This is also used to assist with the "incidents I'm following" menu item.
Major incident reviewHTML
This field is used as the basis of any major incident knowledge article created from an incident.  It should hold the details of the major incident to highlight what is occurring.
Major incident journalJournal
  • Populates the child incidents' client journals and the current record's client journal automatically.
This assists with communicating to all related incidents related to a major incident, as it will assist in updating all related incidents at once.
Related incidents

Multiple reference

(Incident table)

  • Incidents must not be resolved, closed or a major incident.
These are the incidents related to the current incident, which will receive any journal updates and status updates from the focus record.
Resolved atDate and time
  • Read only
  • Automatically set
This is automatically set based on the date and time that the incident is resolved.
Resolved by

Reference

(User table)

  • Read only
  • Automatically set
This is automatically set based on the person that resolves the incident.
Closed atDate and time
  • Read only
  • Automatically set
This is automatically set based on the date and time that the incident is closed.
Closed by

Reference

(User table)

  • Read only
  • Automatically set
This is automatically set based on the person that closes the incident.
Resolution method

Choice

Values: 

  • Manual
  • Knowledge
  • Action
  • Mandatory on resolution
This is used to assist in training sofi, in assisting in zero contact resolution. 
Resolution item

Reference

(Resolution item table)

  • Mandatory if method is knowledge
This runs automation (when desired through script), but helps train sofi to know how to resolve tickets. 
Resolution notes

String

  • Mandatory when resolving an incident
Used to provide information as to how an incident was resolved.  Also when creating a non major incident knowledge article from an incident, it will be part of the generated knowledge article.
SLA list

Multiple reference

(SLA table)


The list of SLA's that are related to the incident.

Classification

Reference

(Classification table)

  • Mandatory
  • Must be selectable and for the incident table
This is the classification that can be selected from an incident that can help for reporting or otherwise.  This is often set via the Sofi classifier automatically.
Service

Reference

(CMDB Service table)


This is the service s that can be selected from an incident that can help for reporting or otherwise.  This is often set via the Sofi classifier automatically.
Assignment group

Reference

(Group table)

  • Mandatory
  • Group must be selectable, have incident 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 incident.  This is the This is often set via the Sofi classifier automatically.
Assignee

Reference

(User table)

  • Mandatory on resolution
  • 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 resolution of the incident.
Collaborator

Multiple reference

(User table)

  • Users must be active and have either 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 incident.  This is also used to assist with the "incidents I'm following" menu item.
Requestor

Reference

(User table)

  • Mandatory (If person has no account is no)
This holds the person who is requesting the incident, but does not necessarily mean it has been raised for them. 
Requested for

Reference

(User table)

  • Mandatory (If person has no account is no)
  • Automatically set as Requestor if empty.
This holds the person who the incident is requested for.
Person has no accountBoolean
This is if the requestor / requested for does not have an account in the system and the name needs to be tracked
Name of person

String

  • Mandatory and visible only if person has no account is yes
Holds the name of the requested for / requestor if they don't have an account.
Location

Reference

(Location table)

  • Automatically set with requested for's location when requested for changes.
  • Location must be selectable
This is the location that the incident is for, which can be different to the requestor's and requested for's location.
Phone

String

  • Either the phone or email needs to be populated before saving.
  • Automatically set with requested for's mobile phone when requested for changes.
This is the phone number that should be used as a contact mechanism for this incident.  This can be different to the one on the user's record, to help cater for situations where the incident is about their phone or another mechanism is required to contact the user.
Email

String

  • Either the phone or email needs to be populated before saving.
  • Automatically set with requested for's email when requested for changes.
This is the email that should be used as a contact mechanism for this incident.  This can be different to the one on the user's record, to help cater for situations where the incident is about their email or another mechanism is required to contact the user.
First contact resolved

Boolean

(Radio button)

  • Read only
  • Automatically set

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.

Source

Choice

Values:

  • Email
  • Phone
  • Self service
  • Slack
  • Virtual agent
  • Not visible on form

Automatically set from an interaction or from the method it was created from

Source interaction

Reference

(Interaction table)

  • Not visible on form
  • Read only
  • Automatically set when created from an interaction.
This holds the interaction record that an incident was created from, assuming it was initially created from an interaction.

Other fields hidden from form and un-used

The below are fields that come off one of the tables incident \ 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 for incidents so this field currently has no functionality tied to it.
Parent

Reference

(Work table)

  • Read only
Not used for any purpose at the moment, but can be used in the future.
Requested by dateDate and time
Not currently used, but easily added to the form and used.

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Servicely Documentation