1. Class Incident

    Artikel: AN0002501Aktualisiert: 23.01.2024
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    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.

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