INCIDENT MANAGEMENT

Tables, Metadata and Object

1. Open New Incident-Incident Details Tab
Tab Name : Incident Details
Form Name: apm.quick.g
Table Name: probsummary
Label Field Label Field
Incident Number number Total Loss of Service total.loss
Ticket Status problem.status Initial Impact Assessment initial.impact
Title brief.description Urgency severity
Reported By contact.name Site Category site.category
Owner ticket.owner Cause Code cause.code
Category category Description description
Primary Asgn Group assignment
Subcategory subcategory
Assignee Name assignee.name
Product Type product.type
Second Asgn Group secondary.assignment
Problem Type problem.type
Actions/Resolution Tab
Contact Tab
Associated CI Tab
2. Search Incidents – Incident Tab
Tab Name : Incident
Form Name: FilterAdvFind
Table Name: probsummary
Label Field Label Field
Look For $L.tablename Opened By opened.by
View $L.view.name Closed After $adv.close.start
Number number Closed By closed.by
Smart Search $smart.search Status problem.status
Category category Owned By ticket.owner
Subcategory subcategory Primary Asgn Group assignment
Product Type poduct.type Assignee Name assignee.name
Problem Type problem.type Company company
Alert Level status Initial Impact Assessment initial.impact
Affected Name logical.name Urgency severity
Contact Name contact.name Priority priority.code
Opened After $adv.open.start Opened After $adv.open.end
More Choices Tab
Tab Name : More Choices
Form Name: FilterAdvFind
Table Name: probsummary
Label Field Label Field
is assigned to me $choices
is high priority $choices
is opened $choices
is closed $choices
has a total loss of service $choices
Advanced Filter Tab
Tab Name : Advanced Filter
Form Name: FilterAdvFind
Table Name: probsummary
Subformat: FIlterEditForm.Sub
Text Search Tab
Tab Name : Text Search Tab
Form Name: FilterAdvFind
Table Name: probsummary
Label Field Label Field
Search Text action
Complete Match $irspread
Shallow $irspread
Deep $irspread
3. Search Knowledgebase
Name : Search Knowledgebase
Form Name: kmknowledgebase.search.g
Table Name: kmquery

Label Field Label Field

What are you searching for? query
Search Knowledgebases Advanced – Knowledge Library Tab
Tab Name : Search Knowledgebase Advanced – Knowledge Library Tab
Form Name: kmknowledgebase.advsearch.g
Table Name: kmquery
Subformat Name: kmquery.kblist
Label Field Label Field
What are you searching for? query Published kmlib.publishedto
Query Language locale Creation Date After kmlib.aftercreationdate
This exact phrase exactphrase Creation Date Before kmlib.beforecreationdate
All of these words allwords Categories generatecats
Any of these words anywords
None of these words nonewords
Document ID kmlib.id
Title kmlib.title
Summary kmlib.summary
Author kmlib.author
Document Type kmlib.doctype
Status kmlib.status
Search Knowledgebases Advanced – Incident Library Tab
Tab Name : Search Knowledgebase Advanced – Incident Library Tab
Form Name: kmknowledgebase.advsearch.g
Table Name: kmquery

Label Field Label Field

Number incidentlib.number Owned By incidentlib.ownedby
Description incidentlib.description Primary Asgn Group incidentlib.assignment
Company incidentlib.company Assignee Name incidentlib.assignee
Alert Level incidentlib.alertlevel Platform Manufacturer incidentlib.vendor
Resolution incidentlib.resolution Serial Number incidentlib.serialnumber
Opened By incidentlib.openedby Model incidentlib.model
Opened After incidentlib.openedafter Operating System incidentlib.operatingsystem
Opened Before incidentlib.openedbefore OS Version incidentlib.osversion
Category incidentlib.category Service Level/Pack incidentlib.osservicepack
Subcategory incidentlib.subcategory
Product Type incidentlib.producttype
Problem Type incidentlib.problemtype
Search Knowledgebases Advanced – Interaction Library Tab
Tab Name : Search Knowledgebase Advanced – Interaction Library Tab
Form Name: kmknowledgebase.advsearch.g
Table Name: kmquery

Label Field Label Field

Number interactionlib.id Owned By interactionlib.ownedby
Description interactionlib.description Affected Item interactionlib.subscriptionItem
Company interactionlib.company Assignment interactionlib.assignment
Status interactionlib.status
Resolution interactionlib.resolution
Opened By interactionlib.openedby
Opened After interactionlib.openedafter
Opened Before interactionlib.openedbefore
Category interactionlib.category
Subcategory interactionlib.subcategory
Product Type interactionlib.producttype
Problem Type interactionlib.problemtype
Search Knowledgebases Advanced–KnownError Library Tab
Tab Name : Search Knowledgebase Advanced – KnownError Library Tab
Form Name: kmknowledgebase.advsearch.g
Table Name: kmquery

Label Field Label Field

Known Error ID knownerrorlib.id Problem Owner knownerrorlib.ownedby
Description knownerrorlib.description Priority knownerrorlib.priority
Root Cause knownerrorlib.rootcause Assigned to Group knownerrorlib.assignment
Status knownerrorlib.status Impact Assessment knownerrorlib.impact
Resolution knownerrorlib.resolution Urgency knownerrorlib.severity
Opened By knownerrorlib.openedby Workaround knownerrorlib.workaround
Opened After knownerrorlib.openedafter Primary Configuration Item knownerrorlib.primaryci
Opened Before knownerrorlib.openedbefore
Category knownerrorlib.category
Subcategory knownerrorlib.subcategory
Product Type knownerrorlib.producttype
Problem Type knownerrorlib.problemtype
Search Knowledgebases Advanced–Problem Library Tab
Tab Name : Search Knowledgebase Advanced – Problem Library Tab
Form Name: kmknowledgebase.advsearch.g
Table Name: kmquery

Label Field Label Field

Problem ID problemlib.id Problem Owner problemlib.ownedby
Description problemlib.description Priority problemlib.priority
Root Cause problemlib.rootcause Assigned to Group problemlib.assignment
Status problemlib.status Impact Assessment problemlib.impact
Resolution problemlib.resolution Urgency problemlib.severity
Opened By problemlib.openedby Workaround problemlib.workaround
Opened After problemlib.openedafter Primary Configuration Item problemlib.primaryci
Opened Before problemlib.openedbefore
Category problemlib.category
Subcategory problemlib.subcategory
Product Type problemlib.producttype
Problem Type problemlib.problemtype
4. Incident Queue
Name : Incident Queue
Form Name: sc.manage.problem.g
Table Name: probsummary
Subformat: sc.manage.sub.format

Label Field Label Field

Queue $L.switch.inbox
View $L.inbox
Thank You