Words and Phrases
How to edit an incident model
You can update the information in a model. The changes do not affect existing records that use the model. The changes affect only new records when you apply the updated model.
You can edit multiple records simultaneously by selecting them in the grid and updating them in the Preview pane on the right. For more information, see Mass update.
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From the , select Run > Incident > Models. Service Management displays a list of existing incident model records.
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Select the incident model.
To filter the record list, click the Add filter
button. For more information, see Filters. -
Edit the General model details section.
Field Description Title A name for the model.
Best practice: Choose a meaningful, descriptive, and relatively short name. The name is often the only identification used in selection lists and in other areas to identify components.
Description A description that captures the details of the model.
Service The service affected by any new incident that uses this model.
Services are usually related to one of the following:
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Infrastructure. For example, database or network services.
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Business services. For example, email or a web portal.
Note If you do not select a value, the model affects all services.
Category The category applied to new incidents that use this model. Service Management uses the category to classify each record.
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Click
Add attachment on the Attachments section header to attach a file to the incident model.Note
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The following file formats are supported: jpg; jpeg; gif; png; doc; docx; ppt; pptx; xls; xlsx; pdf; txt; xml; zip; msg; sql; gz; rar; tar; 7z.
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The maximum file size of an attachment is 10 MB.
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If the Attachments field has been defined as encrypted for this record type and you are a member of an encryption domain, click Add encrypted attachments to attach an encrypted file to the record.
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Attachments are not visible in the Service Portal.
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Click the User options tab to add custom fields to the model.
The user options tab allows you to add custom fields to the incident model.
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Click New field to add a field.
The properties for each field are shown in the .
Property Description Name The name of the user option. The name:
- Must start with an upper case letter.
- May contain alphanumeric characters only (A-Z, a-z, 0-9).
- May not contain spaces.
- Must end with _c. This suffix is added automatically. You do not need to enter it manually.
Display name The display name of the field in the Service Management user interface. Field type The field type:
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String. A textual value.
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Boolean. A true or false value.
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Numeric. A numeric value.
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List. A list of values. Select a predefined list, or click
Add to define a new list. Edit the list's items if desired.When List is selected, the List order field appears. Select Alphabetical to sort the list alphabetically, or Ordinal to sort the list by the user-defined order. For more information, see Create or edit a list in the User Options tab.
For editable lists, you can edit the list items here. For more information, see Lists.
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Date. A date value.
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Rich text. A value in rich text format.
Field size The size of the field in the Service Management user interface. Select Medium or Large. In the Service Portal, all fields are displayed as a fixed size, one field per line, regardless of the selected field size. Required Determines whether the field is mandatory or not. That is, if selected, the user must fill in a value for this field. Map values by Enables mapping fields from a parent list to the items in this list.
Available: For the List field type only.
- Repeat the previous step for each new field.
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Click Move Up or Move down on the toolbar to determine the display order of the new fields.
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Click the Rules tab to add business rules to the model.
For each of the process events, you can add rules to run before or after the general record business rules. For more information, see Incident model business rules.
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Click the Task plan tab to add tasks to the model.
For more information, see How to build a task/approval plan.
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Click the Default values tab and specify default values for any of the available fields.
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Details
Field Description Title The same title will appear in all new records that use this model. Description A description of the record. The same description will appear in all new records that use this model. Status Choose a status. -
Classification
Field Description Impact The global effect on the user community. Consider whether the problem affects the entire enterprise, a business unit, or an individual. Service The service affected by any new incident that uses this model.
Services are usually related to one of the following:
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Infrastructure. For example, database or network services.
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Business services. For example, email or a web portal.
Urgency The urgency value describes how important the issue is for the customer. Service Management uses the urgency value to calculate the priority for the change implementation. Category The category applied to new incidents that use this model. Service Management uses the category to classify each record. -
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Assignment
Field Description Current assignment An assignment group is a pool of resources with advanced skills to resolve the incident when the incident owner or the customer escalates the incident. The assignee becomes responsible for the incident resolution.
Select a value from the drop-down list. The following values are available:
- Unassigned. No group or person is assigned to the incident.
- Service desk. The group selected in the Service desk group field is assigned to the incident. The person selected in the Service desk owner field becomes the incident assignee.
- Expert group. The group selected in the Expert group field is assigned to the incident. The person selected in the Expert assignee field becomes the incident assignee.
Service desk group A Service desk group is a pool of resources. The Incident Manager can choose a group to own the incident. One or more members of the group can work on the incident resolution.
Select a group from the drop-down list. Only functional groups are available. This field is mandatory when Service desk is selected as the current assignment.
Owner The incident owner is responsible for the incident until it is resolved.
Select a person from the drop-down list or type a few characters to search for the required person.
Expert group Select a group from the drop-down list. Only functional groups are available. This field is mandatory when Expert group is selected as the current assignment. Expert assignee Select a person from the drop-down list or type a few characters to search for the required person. External reference number This entry applies only when there is a third party involved and they have a separate tracking number.
Example: The outage resolution depends on a vendor repair of related equipment that is under warranty. In this case, you should type the vendor incident number.
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Resolution
Field Description Problem candidate A checked box specifies that the incident has a root cause, and that it can be resolved through Problem Management processes. Knowledge candidate A checked box specifies that the solution details can apply to future incidents. Solution A detailed description of the resolution. If the solution is a knowledge or problem candidate, the solution description should be as specific as possible. If you linked an article, the link appears in this field. Completion code The completion code describes the reason that you can close the incident.
Example: In the case of immediate resolution, the completion code might be Resolved with workaround.
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User options default values
Field Description <User-defined field> For each user option field, select one of the following options:
- Simple Mode. Enter the default value in the text box, or for a list, select a value from the drop-down list.
- Expression Language. Enter an Expression Language phrase that returns the default value.
Click the Expression Language
button to toggle between these options. When the button is selected (green), the field is in Expression Language mode. When it is not selected (white), the field is in Simple mode. -
Click the Discussions tab to view any relevant conversations about the model.
For more information about discussions, see Discussions.
- To view changes or updates made to the record, click the History tab. For more information, see History.
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Click Save & close.
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