--- title: Incident Business Object Reference slug: neurons-for-itsm/admin-user-help/enu/latest/incident-business-object-reference createdAt: 2026-07-14T19:16:39.538Z --- The following table lists the default definitions of the **Incident** business object. :::ExpandableHeading ## 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. | ::: :::ExpandableHeading ## 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 | ::: :::ExpandableHeading ## 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 |   | ::: :::ExpandableHeading ## 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 | ::: :::ExpandableHeading ## 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. | ::: :::ExpandableHeading ## 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. | ::: :::ExpandableHeading ## 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. | ::: :::ExpandableHeading ## 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. | ::: :::ExpandableHeading ## 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 | :::