Reference

(User table)

This is the individual responsible for the resolution of the incident.

Reference

(Group table)

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.

Reference

(Knowledge table)

This is used to understand what knowledge was used for an incident.

Multiple reference

(Change table)

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.

Reference

(Classification 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.

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.

Date and time

This is automatically set based on the date and time that the incident is closed.

Reference

(User table)

This is automatically set based on the person that closes the incident.

Multiple reference

(User table)

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.

String



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

String

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.

Boolean

(Radio button)



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.

Choice

Values:

In combination with urgency, this determines the priority of an incident.

Reference

(Location table)

This is the location that the incident is for, which can be different to the requestor's and requested for's location.

Boolean

(Radio button)

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

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.

Journal

This assists with communicating to all related incidents related to a major incident, as it will assist in updating all related incidents at once.

Reference

(User table)

This is the user that is considered responsible of the resolution of a major incident and helps manage the process.

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.

String

Holds the name of the requested for / requestor if they don't have an account.

Boolean



This is if the requestor / requested for does not have an account in the system and the name needs to be tracked

String

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.

Choice

Values:

The priority of an incident used for reporting purposes, conditional logic purposes and SLA purposes.

Auto sequence

(Prefix is INC)

Used as a unique reference to an incident and its display value

Multiple reference

(CMDB table)



Used to highlight any configuration items related to an incident.

Multiple reference

(Incident table)

These are the incidents related to the current incident, which will receive any journal updates and status updates from the focus record.

Reference

(Incident table)

This is the parent incident to an Incident. This incident will automatically update the focus incident in various fields as the process dictates.

Multiple reference

(Problem table)

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.

Reference

(User table)

This holds the person who the incident is requested for.

Reference

(User table)

This holds the person who is requesting the incident, but does not necessarily mean it has been raised for them.

Reference

(Resolution item table)

This runs automation (when desired through script), but helps train sofi to know how to resolve tickets.

Choice

Values:

This is used to assist in training sofi, in assisting in zero contact resolution.

String

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.

Date and time

This is automatically set based on the date and time that the incident is resolved.

Reference

(User table)

This is automatically set based on the person that resolves the incident.

Reference

(Knowledge table)

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.

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.

String

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

Multiple reference

(SLA table)



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

String

This highlights the status of the primary SLA against a record, to ensure that the incident is being updated in a timely matter.

String

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

Choice

Values:

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

Reference

(Interaction table)

This holds the interaction record that an incident was created from, assuming it was initially created from an interaction.

Multiple reference

(Incident task table)



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

Choice

Values:

In combination with impact, this determines the priority of an incident.

Journal