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12-06-2022 08:24 AM
Field name | Table | Purpose/meaning/how used? |
incident_state | Incident | |
knowledge | Task | |
major_incident_state | Incident | |
notify | Incident | |
order | Task | |
origin_id | Incident | |
origin_table | Incident | |
parent | Task | |
parent_incident | Incident | |
problem_id | Incident | |
reassignment_count | Task | |
reopen_count | Incident | |
subcategory | Incident | |
sys_class_name | Task | |
sys_created_by | Task | |
upon_approval | Task | |
upon_reject | Task | |
urgency | Task | |
work_end | Task | |
work_notes | Task | |
work_start | Task |
|
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Incident Management
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12-06-2022 10:17 AM
Field name | Table | Purpose/meaning/how used? |
incident_state | Incident | old state field, replaced by state, there is a bus rule to keep them in sync |
knowledge | Task | T/F, if true it will automatically create a draft knowledge article upon closure |
major_incident_state | Incident | field that tracks the proposal and promotion of an incident to a major incident. |
notify | Incident | related to the notify integration |
order | Task | integer field. I am not aware of any usage on incident. |
origin_id | Incident | Not used in incident as far as know |
origin_table | Incident | Not used in incident as far as know |
parent | Task | you can use this field to connect tickets. For example a RITM or PRJ could be in this field. |
parent_incident | Incident | used for the parent/child feature on incident. You can activate that on the incident properties |
problem_id | Incident | field for the problem record connected to an incident. |
reassignment_count | Task | integer that shows how many time the assignment_group changed. |
reopen_count | Incident | integer that shows how many times the incident went from resolved back to in progress. |
subcategory | Incident | this field is dependent on the category and it is used to categorized incidents. |
sys_class_name | Task | field that identifies the table class. It would be incident for incident. |
sys_created_by | Task | date field that shows when the incident was created (incident was saved). Opened is when the user clicks on "create new incident", created is when the user saves it. |
upon_approval | Task | Not used in incident as far as know |
upon_reject | Task | Not used in incident as far as know |
urgency | Task | field that shows how long a person can wait for the issue to be resolved. This is combined with the impact to form the priority. |
work_end | Task | Actual end date. Not used in incident. |
work_notes | Task | notes that assignment group will enter on the activity. |
work_start | Task | Actual start date. Not used in incident. |
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12-07-2022 05:43 AM
I recommend you to check this link first and then this one.
Field Name | Table | Purpose/meaning/how used? |
rfc | incident | RequestForChange: reference to the change table as the change that caused the incident. |
route_reason | task | not used in incident. |
service_offering | task | service offering for the incident |
severity | incident | I think this is an old field |
sys_domain | task | Domain (don't touch this) |
sys_domain_path | task | Domain Path (don't touch this) |
sys_mod_count | task | UPDATES field and tells you how many time a record was updated. |
sys_tags | task | TAGs applied to a certain record. |
sys_updated_by | task | Who updated the record the last time. |
sys_updated_on | task | When was the record updated the last time. |
time_worked | task | used by the "time work" feature |
timeline | incident | used by the Major Incident Management plugin |
trigger_rule | incident | used by the Major Incident Management plugin |
universal_request | task | used with the Universal Request plugin. |
user_input | task | old field that is not used in incident (no documentation about it). |
variables | task | not used on incident |
watch_list | task | list of people that wants to be notified about additional comments |
wf_activity | task | shows workflow activity if the record has one |
work_notes_list | task | list of people that wants to be notified about work_notes |
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12-06-2022 10:17 AM
Field name | Table | Purpose/meaning/how used? |
incident_state | Incident | old state field, replaced by state, there is a bus rule to keep them in sync |
knowledge | Task | T/F, if true it will automatically create a draft knowledge article upon closure |
major_incident_state | Incident | field that tracks the proposal and promotion of an incident to a major incident. |
notify | Incident | related to the notify integration |
order | Task | integer field. I am not aware of any usage on incident. |
origin_id | Incident | Not used in incident as far as know |
origin_table | Incident | Not used in incident as far as know |
parent | Task | you can use this field to connect tickets. For example a RITM or PRJ could be in this field. |
parent_incident | Incident | used for the parent/child feature on incident. You can activate that on the incident properties |
problem_id | Incident | field for the problem record connected to an incident. |
reassignment_count | Task | integer that shows how many time the assignment_group changed. |
reopen_count | Incident | integer that shows how many times the incident went from resolved back to in progress. |
subcategory | Incident | this field is dependent on the category and it is used to categorized incidents. |
sys_class_name | Task | field that identifies the table class. It would be incident for incident. |
sys_created_by | Task | date field that shows when the incident was created (incident was saved). Opened is when the user clicks on "create new incident", created is when the user saves it. |
upon_approval | Task | Not used in incident as far as know |
upon_reject | Task | Not used in incident as far as know |
urgency | Task | field that shows how long a person can wait for the issue to be resolved. This is combined with the impact to form the priority. |
work_end | Task | Actual end date. Not used in incident. |
work_notes | Task | notes that assignment group will enter on the activity. |
work_start | Task | Actual start date. Not used in incident. |
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12-06-2022 10:42 AM
Thank you for taking the time to put together such a detailed response.
Can I ask when you say "Not used in incident" would this field just be a null value as my understanding is that the Incident table extends the fields from the Task table.
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12-06-2022 11:38 AM
You are welcome.
"Not used" means that there is no process in incident (business rules, client scripts, etc.) entering something on that field. Therefore, the field would have whatever is the default or empty.
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12-07-2022 02:23 AM
Sebastian,
Since you appear to be highly knowledgeable in this area, and because you were so helpful yesterday - would you be able to help with the following fields too please?
Field Name | Table | Purpose/meaning/how used? |
rfc | incident | |
route_reason | task | |
service_offering | task | |
severity | incident | |
sys_domain | task | |
sys_domain_path | task | |
sys_mod_count | task | |
sys_tags | task | |
sys_updated_by | task | |
sys_updated_on | task | |
time_worked | task | |
timeline | incident | |
trigger_rule | incident | |
universal_request | task | |
user_input | task | |
variables | task | |
watch_list | task | |
wf_activity | task | |
work_notes_list | task |
Thank you in advance 😀