Incident fields and their behaviour

field label field type field behaviour purpose 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 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 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 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 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 client journal journal 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 closed at date 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 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 description string extra information that can be provided as part of the incident 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 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 impact choice values high medium low mandatory in combination with urgency, this determines the priority of an incident 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 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 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 journal journal 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 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 review html 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 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 person has no account boolean this is if the requestor / requested for does not have an account in the system and the name needs to be tracked 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 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 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 related configuration items multiple reference (cmdb table) used to highlight any configuration items related to an incident 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 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 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 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 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 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 method choice values manual knowledge action mandatory on resolution this is used to assist in training sofi, in assisting in zero contact resolution 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 resolved at date 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 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 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 short description string mandatory the short description is used as the primary classifier source for sofi sla list multiple reference (sla table) the list of sla's that are related to 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 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 subtasks multiple reference (incident task table) these are the incident tasks that have been created from and are related to an incident urgency choice values high medium low mandatory in combination with impact, this determines the priority of an incident work journal journal this is the method to communicate internally about an incident that should not be visible to the client (unless they have the appropriate roles) 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 label field type field behaviour purpose 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 date date and time not currently used, but easily added to the form and used