Incident Business Object Reference

the following table lists the default definitions of the incident business object incident business object field definitions field name type size description actualcategory text 60 default category actualservice text 100 default service alternatecontactemail text 100 email address for an alternate contact alternatecontactlink link n/a link for an alternate contact businessunitid text 32 organization unit id category text 60 category of the organization causecode text 60 reason code of the incident closedby text 30 $currentusername() closeddatetime datetime n/a $currentdatetime() closedduration number 10 digit hours of operation calculation expression closingesclink link n/a when "auto closed" cost number 6 digit, 2 decimal stores the cost to resolve the incident costperminute number 6 digit stores the calculated cost/minute to resolve the incident createdby text 30 $currentusername() createdbyrecid text 32 n/a createdbytype text 25 n/a createddatetime datetime n/a $currentdatetime() customerdepartment text 100 department of the reporter customerlocation text 100 location of the reporter email text 100 email address of the reporter firstcallresolution boolean n/a if solved at the first call gridrowcolor text 50 sets the color of the row for the dashboard differentiating priorities etc hoursofoperation text 100 working hours of the organization impact text 30 impact type incidentnumber number 10 digits number assigned to this incident auto generated from a counter inventoryitemlink link n/a impacted inventory item isinfinalstate boolean n/a keep track of the my items state isnewrecord boolean n/a rule implementation field isnotification boolean n/a enable/disable all notifications isreclassifiedforresolution boolean n/a reclassified for resolution isreportedbyalternatecontact boolean n/a defaults to false isresolutionbreached boolean n/a is resolution breached? isresponsebreached boolean n/a is response breached? isvip boolean n/a is customer a vip? isworkaround boolean n/a indicates if the resolution is a workaround knowledgelink link n/a link to knowledge article lastmodby text 30 $currentusername() lastmoddatetime datetime n/a $currentdatetime() loginid text 200 $currentloginid() note the value entered in the loginid field cannot contain angle brackets owner text 30 assigned owner owneremail text 100 email address of the assigned owner ownershipassignmentemail text 100 see rules below ownerteam text 50 assigned owner team ownerteamemail text 100 email address of the team manager ownertype text 30 $defaultusertype() phone text 25 phone number of the reporter previousstate text 50 saves the previous state of the incident used in unlinking problem priority text 10 the priority, from a combination of impact and urgency profilefullname text 60 full name of the reporter profilelink link n/a link used to access the profile data progressbarposition text 25 position on the page for the progress bar recid text 32 record id resolution text 32 when the incident is resolved resolutionesclink link n/a when auto resolved resolvedby text 100 resolved by employee resolvedbyincidentnumber number 10 digits resolved by related incident number resolvedbytype text 200 resolved by incident type resolveddatetime datetime n/a $currentdatetime() respondedby text 200 user who responded to the incident respondeddatetime datetime n/a $currentdatetime() responseesclink link n/a response time service level agreement monitor service text 100 pick list for the service sla text 50 service level agreement title slalink link n/a link to matching service level agreement object source text 40 pick list for the source status text 40 pick list see lifecycle subcategory text 40 sub category of the incident subject text 100 incident title symptom text 100 incident description teammanageremail text n/a email address of the team manager totaltimespent number 10 digits, 2 decimals total time spent resolving issue typeof incident text 40 type of incident urgency text 30 pick list for the urgency waitingesclink link n/a waiting service level agreement monitor incident business object relationship definitions relationship type cardinality incidentcontainsattachment contains many audithistoryrelationship contains zero or many businessserviceassociatesincident associated zero or one incidentassociateschange associated zero or many incidentassociatesci associated zero or many computerprovisionactionassociatedincident associated zero or one incidentassociatedcomputerprovisionaction associated zero or many incidentassociatedescalationwatch associated zero or many incidentassociatedbyworkflowinstance associated zero or many incidentassocfrs knowledge associated zero or one incidentassociatedmyitem associated zero or one incidentcontainsincidentdetail contains exactly one installedapplicationassociatedincident associated zero or many incidentassociatesinventoryitem associated zero or many incidentcontainsjournal contains zero or many incidentassociatedknowledge associated zero or many incidentassocorganizationalunit associated zero or one problemassociatesincident associated zero or one employeeassociatesincident associated zero or one incidentowneremployee associated zero or one incidentassociatedbyalternatecontact associated zero or one vendorassociatesincident associated zero or one servicecatalogassociatesincident associated zero or many incidentassociatedservicereq associated zero or one servicereqassociatedbyincident associated zero or many incidentassociatedsoftwareaction associated zero or many softwareactionassociatedincident associated zero or one incidentcontainstask associated zero or many incidentassociatedcancelledtask associated zero or many incidentassoctaskassignment associated zero or many incident business object "other" controls control name usage address book place over a text field attachments cancel button ci tree viewer command button expression text externalloginviewer grid label picture progress bar related objects list response target schedule social share button software installation tree grid url button incident business object layouts layout description default roles associated layouts entry forms create, change, or view incidents service desk analyst service desk manager internal specialists incident incident sda incident sdm self service entry form create, change, or view incidents customer reporter incident webselfservice new incident webselfservice edit incident webselfservice view incident webselfservicemain search incident form view and update incidents service desk manager service desk analyst searchincidentlayout searchincidentlayout admin incident business object forms name purpose incident shows the main incident edit form incident brief shows a brief preview below the list (browse) incident brief webselfservicemain shows a brief preview below the list (browse) for the self service portal incident dataentry shows the data entry form for the incident incident details shows the incident details incident popup shows the incident in a pop up view incident summary shows the incident summary incident webselfservice edit edits the incident in the self service portal incident webselfservicemain shows the incident form in the self service portal incident webselfservice new shows a new incident in the self service portal incident webselfservice preview previews the incident in the self service portal resolutiondetails shows the resolution details incident business object quick action definitions name description called customer logs a called customer journal entry close incident changes the state of an incident to closed export exports incidents to microsoft excel move resolution to active history prompts user with move resolution to activity history resolve incident changes the state of an incident to resolved stop clock stops the clock, accepts the reason, creates a journal entry, and notifies the customer update status to active changes the status to active reassign ownership changes the incident status to logged and creates journal notes software failure updates the incident to log software failure software request updates the incident to log software request create memo logs a notes journal entry emailed customer logs an emailed customer journal entry left vm customer logs a left voicemail journal entry incident business object integrated quick action definitions name category description new error message article knowledge articles creates a new knowledge article with the same category, description, and resolution as the incident with knowledge type as error message and prompt for the knowledge base new faq article knowledge articles creates a new article with the same category, description, and resolution as the incident with knowledge type as faq and prompt for the knowledge base new how do i article knowledge article creates a new article with the same category, description, and resolution as the incident with knowledge type as how do i and prompt for the knowledge base new issue resolution article knowledge article creates a new article with the same category, description, and resolution as the incident with knowledge type as issue resolution and prompt for the knowledge base add problem application opens the problem form to create a problem record from the current incident add change application opens the change form to create a change record and link to the current incident add inventory item computer application opens the form to add a computer add inventory item mobile application opens the form to add a mobile device add inventory item network device application opens the form to add a network device add inventory item printer application opens the form to add a printer add inventory item undefined application opens the form to add an undefined inventory item add notes application shortcut to add a journal entry add task application shortcut to add an internal task incident business object business rules name description active notification sends a notification when the status changes from logged to active add my item automatically assigns incidents to a team or owner based on configurable rules add notes for self service incident sends notification when new notes are added to an incident in the self service portal backoutresolution sends notification when a resolution is backed out fornewincidentnotification sends notification when the incident is created incidentownerchange sends notification when the incident owner is changed incidentpriority1notification sends notification when an incident is created with priority 1 incidentresolutionnotification sends notification when the incident is resolved owner assigned sends notification when the owner of the incident is assigned owner team assignment sends notification when the owner team of the incident changes priority changed sends notification when the priority of the incident is changed responsetimelapsed sends notification on response and resolution breach responsetimestamp adds a time stamp to the response notification stopescalationclock stops the escalation clock upon changing the status to waiting for customer update my item sends notification when the incident is updated vip notification sends notification if the incident is logged by a vip incident business object searches name criteria active incidents status!= ('closed', 'resolved') active incidents status!= 'closed' active priority1 incidents status!= ('closed', 'resolved') and priority = 1 active vip incidents status!= ('closed', 'resolved') and isvip = true all incidents waiting for analyst all open incident with status=logged all incidents waiting for analyst for more than 1 day all open incident with status=logged and createddatetime >= currentdatetime 1 incident breaching today resolveddatetime is empty and breacheddatetime = date($currentdatetime) incidents with changes changelink is not empty incidents linked to problem problemlink is not empty resolved on first call status = ('closed', 'resolved') and firstcallresolution = true