Incident item attributes

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Incident item attributes

Main: General

Field name	Description
Incident ID	Unique identifier of an incident. Also the globally unique identifier can be seen by clicking the Show GUID link on the right side of the field. Incident ID is automatically generated.
Status	Status describes the state of an incident. A new incidents status is automatically set to "Assigned" if the assignment information is defined in the creation process. Otherwise, a new incidents status is set to "New" by default. See, incident management, for further information about the incident life cycle. Possible incident statuses in order of the life cycle of an incident are: New Assigned In progress Resolved Closed
Detailed status	Displays further information about the incident status.
Status reason	Explains the incident status.
Contact	A contact person, who represents the client. For example, the person who reported the incident. This field is mandatory. Notice that client and contact person may not be the same person.
Owner	Incident owner is the responsible person to handle the incident. The user who created the incident is assigned to owner of the incident by default. However, the owner can be changed afterwards if necessary.
Assigned to	This field shows to whom the incident is assigned to. For example, Company > Group > User.
Source	Incident source describes where the incident originates or how it was reported. This field is mandatory. There sources are: Event monitoring Self service portal Phone Email

Main: Description and classification

Field name	Description
Type	Incident type expresses the nature of an incident. Incident types are:: Fault/Failure Service request Assistance/Inquiry This field is mandatory.
Category	The incident category is used for allocation of incidents. This field is mandatory. Roughly, the categories are: Hardware Software Network People Process Accommodation Documentation
Subject	Subject shortly describes the incident. This field is mandatory.
Description	A description about the incident. This field is mandatory.
User	The target user who is related to the incident. For example, if a user name or password of some user does not work. Also the user organisation is shown on the same field with the name.
Asset	An asset in which the incident is related to.
Location	Location information about the specified user who is related to the incident. This field is automatically filled if possible when user is determined.
Service contracts	Service contract information.
Priority	Incident priority is determined according to the impact and the severity of an incident. This field is mandatory. See, incident management, to understand how the priority of an incident is calculated. However, the possible priority levels of an incident are: Low Normal High Critical

Main: Updates and history

Field name	Description
Date	The date and time when the status of incident has been updated.
Updated by	The user who made the update to the incident.
Type	Type describes the status of the incident.
Description	Describes the update. For example, incident status changes or assignee name.

Main: Additional information

Field name	Description
Attachments	An attachment file can be attached to the incident. About attaching files. This field is optional.
Comments	Place for free comments. This field is optional.