Extending the Incident Table

[goochg79]

Hi All,

We are working in a MSP domain seperated enviroment.

Because of this we now have serveral different fields sat on the base incident table, across the contracts, some of the fields are not relevant or even reusable to each of the clients.

We are looking at having a base incident table and extending this for each client so we are able to add additional fields to this without affecting the all version of the incidents and using UI policies to hide the non required fields.

We have basic additionals which will affect the all customers as part of ITIL and follow the same process, so these will remain or be added on to the base Incident Table, IE Major Incident, Security Incident, etc.

Does anyone have any experience with this or guidance, or are we looking at this the wrong way and should be using the UI Policy and Client Scripts to bend the the OOB incident to each Clients need?

[goochg79]

Thanks Peter, we decided to extend in the end.

When we are adding the fields we are planning these so we don't get the duplicate fields and adding them to the base tables, for example the Third Party Ref Number is held on the 'Task' table as this is used in Task, Incidents and Change and populates down.