Class Incident

Description

Class contains the Incident entity of the IT (CMDB) model solution.

Location and referencing

Location	Code	Name
Model	it	IT
Class	incident	Incident
Parent class
Child classes
Script object	OG.ClassDef.GetByCode(OGModel.Id, 'incident') OG.ClassDef.GetByCode('it', 'incident')

Columns

Overview of class columns (excl. system columns):

Code	Name	Type	Link information	Description
cl_incident	User reported problem - Incident	Revers class link (multiple)	Requests:User call (revers)	Automatically created column.
cl_incident_2	Time stamps - Incident	Revers class link (multiple)	Time marks (revers)	Automatically created column.
cl_incident_3	Service contract - targets - Incident	Revers class link (multiple)	Service contract - targets (revers)	Automatically created column.
cl_incident-2	Workflow request - Incident	Revers class link (multiple)	Workflow request (revers)	Automatically created column.
cl_incident-3	History - Incident	Revers class link (multiple)	Time sheets (revers)	Automatically created column.
cl-incident	Service tickets - Incidents	Revers class link (multiple)	Service tickets (revers)	Automatically created column.
cl-incident-2	Changes - Within incident	Revers class link (multiple)	Changes (revers)	Automatically created column.
code	Code	Text		Code of the Incident to use in scripting or other references. It should not be changed.
customer	Customer	User link (simple)	User	User that reported the incident.
date-and-time	Date and time	Date and time		Date and and time when the incident occured.
description	Description	Text		Description of the incident. Long text.
escalate	Escalate	True/untrue		Indication, whether the Incident was escalated.
files	Files	File		Attachments to the Incident.
impact	Impact	Class link (simple)	Incident impact	Incident impact.
known-error	Known Error	Class link (simple)	Known errors	Known error, that caused the incident.
name	Name	Text		Name of the Incident. Brief description of the incident.
phone_confirmation	Phone confirmation	True/untrue		Indication, whether the customer should be informed about resolution by phone.
problem	Problem	Class link (simple)	Problem	Known Problem, that caused the incident.
project	Within project	Class link (simple)	Project	Project, within which the incident was raised and is being solved.
real-resolution	Real resolution time	Date and time		Real resolution time.
real-resolution-month	Month of real resolution	Text		Month, when the the incident was resolved.
related-ci	Related application	Class link (multiple)	Configuration items	Configuration items that are affected by the incident.
resolution	Resolution	Text		Description of the incident resolution. Long text in the mode of added comments.
sla_start	SLA start	Date and time		Date and time, from when the SLA runs.
solution_team	Solution team	Class link (simple)	Requests: Solution team	Team, to which the incident is assigned.
solver	Solver	User link (simple)	User	Solver, to whom the incident is assigned.
status	Status	Class link (simple)	Incident status	Status of the incident.
target-resolution	Target resolution time	Date and time		Time, when the incident should be resolved at the latest according to SLA.
vip	VIP	True/untrue		Indicates, whether the incident relates to an VIP user.

 

Rules

Code	Event type	Action type	Order	Description
status-as-new	Before new record detail display	Set or calculate value	10	Sets Status to New.
status-as-open	Before existing record save	Set or calculate value	20	Sets Status to Open.
colour_new	Before existing record list display	Set formatting	30	Colour - New
incident	Before new record detail display	Set or calculate value	35	Sets the impacted configuration item if it is included in the URL.
colour_open	Before existing record list display	Set formatting	40	Colour - Open
colour_closed	Before existing record list display	Set formatting	50	Colour - Closed
target-resolution-new	Before new record save	Start a script	80	Calculates Target resolution time.
impact_mandatory_upd	Before existing record save	Condition	85	Requires filling in the Impact.
new_notification	After new record save	Send notification	100	Sends a notification to the Solver.
upd_notification	After existing record save	Send notification	110	Sends a notification to the Solver.
real_resolution_and_status	Before existing record save	Condition	120	Requires setting Real Resolution Time before closing an Incident.
upd_notification_customer	After existing record save	Send notification	130	Sends a notification to the Customer.
link_incident_to_user_call	After new record save	Start a script	140	If there is ID of the User reported problem in URL, the incident is linked to the User reported problem.
assign_solver	Before new record save	Start a script	150	Assigns the Solver according to the Responsible in CI.
assign_solver_upd	Before existing record save	Start a script	160	Assigns the Solver according to the Responsible in CI.
time_mark_upd	Before existing record save	Start a script	200	Creates a record in Time marks when there is an update in selected columns.
target-resolution-upd	Before existing record save	Start a script	200	Calculates Target Resolution time.
new_sap	Before new record detail display	Set or calculate value	210	Takes over from URL Configuration item and fills it in the column releated-ci.
new_og	Before new record detail display	Set or calculate value	220	Takes over from URL Configuration item and fills it in the column releated-ci.
new_dwh	Before new record detail display	Set or calculate value	230	Takes over from URL Configuration item and fills it in the column releated-ci.
upd_escalate	After existing record save	Start a script	400	Esscalation to the manager.
set_state_assigned_ins	Before new record save	Start a script	1000	Sets the Status to Assigned when there is Solver filled in.
set_state_assigned_upd	Before existing record save	Start a script	1010	Sets the Status to Assigned when there is Solver filled in.

Quick filter

In order users can easily filter the records some columns are selected for a Quick filter.

Buttons

Icon	Code	Name	Order	Description
	new_problem	New problem	400	Creates a new Problem with data from the Incident.
	takeover	Take over	610	Sets current user as a Solver and saves the record.
	resolve	Resolve	690	Sets Status as Resolved.

Master/detail relations

Code	Column	Placement	Bookmark name	Type
code_241	Changes - Within incident	Below	Related changes	Reference to class
code_247	Service tickets - Incidents	Below	Service tickets	Reference to class
code_282	User reported problem - Incident	Below	User reported problem	Reference to class
code_292	History - Incident	Below	Time sheet	Reference to class
time_marks	Time stamps - Incident	Below	Time marks	Reference to class

Potential improvements

You can improve the solution according to your needs. Here are some tips.

Add new columns

Add new columns, if you are going to need them.

Add buttons

Add new buttons to automate edits that you would otherwise make one at a time.

Set permissions based on organizational structures

To restrict access to Incidents, permissions are set for incident customers via Organizational Structures.

If you need to separate the visibility of incidents also for solvers, use Organizational Structures. You can use them to control permissions on individual records. You'll share a single repository of Incidents, but at the same time assign permissions only to the Incidents that these solvers need to see.