---
sourceDocument: Xanadu IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/it-service-management
Release :
- xanadu
ft:locale :
- en-US
ft:publication_title :
- Xanadu IT Service Management
ft:clusterId :
- itsm
bundleId :
- itsm
workflow :
- Technology
---
# Customize the incident record page
# Customize the incident record page {#ariaid-title1}
* Release version: Xanadu
*
* Updated August 1, 2024
*
*  14 minutes to read
You can customize the Overview tab and the contextual side panel
for an incident.
**Related concepts**
* [Admin Center in Service Operations Workspace for ITSM](https://www.servicenow.com/docs/Jg__en6UL8h34e8QhhknRQ "The Admin Center provides centralized control of the instance to admins. It provides effortless, quick access to manage all customizations in Service Operations Workspace (SOW) for IT Service Management (ITSM), and additional plugins that extend the Service Operations Workspace for ITSM capabilities.")
* [Customize the Service Operations Workspace for ITSM landing page](https://www.servicenow.com/docs/npSLacBQP0NgjGU9pUtO2g "You can customize the data displayed in sub pages of the landing page that is available in the base system. For any visual styling changes, you need to create a copy of that landing page and edit it.")
* [AI Search in Service Operations Workspace for ITSM](https://www.servicenow.com/docs/7yeXqGuvF5dQIarfkDoEOg "Intelligent query features enable you to quickly find the answers that you require. The Next Experience Unified Navigation search field enables you to search multiple record types and switch between global search results and results from the workspace applications that you can access.")
* [Configure Standard Record Page in Service Operations Workspace](https://www.servicenow.com/docs/EFpmj67gLlgq6Hs6ajEY4Q "Configure individual record pages to display information and help them to update the customization easily.")
* [Setting up Investigation Framework in Service Operations Workspace](https://www.servicenow.com/docs/5WttFSFqIUn1TVSUjr1Mxw "Set up the Investigation Framework in Service Operations Workspace to enable the display of the CI metrics information on the Investigation tab of the Incident records.")
* [Configuring Recommendation Framework in Service Operations Workspace](https://www.servicenow.com/docs/vMDbOQQGy_CWhiYpJioaLw "You can enable an agent working on an incident to view predictions provided by Recommendation Framework.")
* [On-call Scheduling in Service Operations Workspace](https://www.servicenow.com/docs/kNSaFOObvr0Gz4JTJh5JdQ "On-Call Scheduling ensures that dedicated support team members are always available to resolve issues as they arise. You can set up on-call schedules, roster rotations, and escalation policies, escalate notifications for a group, and determine the current contact for an escalation.")
* [Setting up Service Desk assisted Password Reset in Service Operations Workspace](https://www.servicenow.com/docs/P~CoZaShgoGv3CxgUVt4qw "The Password Reset application provides a mechanism for end users to either unlock the account or reset their password with the help of service desk support. This feature enables a secure and an efficient password management system. The users must reach out to the service desk agents to update their login credentials.")
* [Configuring Interaction Management in Service Operations Workspace](https://www.servicenow.com/docs/5NKkd1_HQHK2E5IrsmEHNQ "Configure the features of Interaction Management to manage the interactions in Service Operations Workspace.")
**Related tasks**
* [Assign the service desk agent role to the user in Service Operations Workspace](https://www.servicenow.com/docs/zgO2h_vROmGHp6fSML4IlQ "Assign the service desk agent role to users to enable them to manage incidents, fulfill service requests, and offer user support.")
* [Reorder the navigation pane modules in Service Operations Workspace for ITSM](https://www.servicenow.com/docs/HqpTJtRKF3UnoIjM_oFZpQ "Quickly access the navigation pane modules in Service Operations Workspace for ITSM. For example, Home, List, Inbox, and so on.")
* [Configure a record page tab in Service Operations Workspace](https://www.servicenow.com/docs/lJurpaBfyrDAwDse_ezhuw "Configure the display order of a record page tab in Service Operations Workspace.")
* [Configure a task record form in Service Operations Workspace](https://www.servicenow.com/docs/oQBx7i14hBvVKDt_7N6VEw "Configure a task record form in Service Operations Workspace by modifying the form layout or related lists from the classic ServiceNow AI Platform user interface.")
* [Configure the inbox in Service Operations Workspace](https://www.servicenow.com/docs/LrIm6dYhojwMMEHRC0~tZg "Enable an agent to receive and respond to chat conversations initiated from Service Portal.")
* [Configure the SOW list page](https://www.servicenow.com/docs/wR9B4v30mlaBp5cbX6W5Iw "Configure the fuzzyCount property to modify how the number of records is displayed on the SOW list page thus improving system performance.")
* [Define and customize activity stream tags](https://www.servicenow.com/docs/EuKpxjCHF0NUKNOnlgvixA "Define and customize the activity stream tags for the record pages in Service Operations Workspace. The tags helps in filtering the activity from the activity streams as required.")
* [Configure the Assign or Resolve dialog box for an incident or change request in Service Operations Workspace](https://www.servicenow.com/docs/A8Irr7GpnN~bAYRv2szb3w "Customize the fields displayed in the Assign and Resolve dialog box for an incident in Service Operations Workspace. Customize the fields displayed in the Assign dialog box for a change request in Service Operations Workspace.")
* [Create a task type for problem or change in Service Operations Workspace](https://www.servicenow.com/docs/LzUKubukgQSEW92FRGfiqQ "Configure a task type that can be used during problem or change creation.")
* [Configure the display of requester related records in an interaction](https://www.servicenow.com/docs/svsPuz2xUzX4gC5fmE2qfg "For an interaction, ensure that related records of a requester are displayed as intended for Service Operations Workspace.")
* [Configure the experts On-call panel](https://www.servicenow.com/docs/gS7Vpk5DaBEMV8rOz4T7bw "Configure the Experts on-call panel for an incident.")
* [Enable Computer Telephony Integration providers to interact with the Service Operations Workspace](https://www.servicenow.com/docs/bjkzMDtSNJugSDJlzPDNQg "Enable an agent (with the sn_openframe_user role) to receive inbound calls and place outbound calls using the Computer Telephony Integration (CTI) interface.")
* [Configure the task record information in the MS Teams Import tab](https://www.servicenow.com/docs/H96Fqj4Jiq2ZdZv1H83IRQ "Customize the task record fields displayed when you view or import a Microsoft Teams chat conversation.")
* [Specify the refresh duration for user presence in Service Operations Workspace](https://www.servicenow.com/docs/Gj6py_qNXZU_PSTrVA9noQ "Define the duration after which the user presence should be refreshed for all collaboration channels in Service Operations Workspace.")
* [Install Universal Request for Service Operations Workspace](https://www.servicenow.com/docs/U4~zWbqDaWwLlUxfkGXKow "You can install the Universal Request for Service Operations Workspace application (com.snc.universal_request) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they aren’t already installed.")
* [Install Universal Task for Service Operations Workspace](https://www.servicenow.com/docs/86lAqMeYpbMXqn9RXVH8BQ "You can install the Universal Task application (sn_uni_task) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.")
## Customize the Overview tab for an incident {#ariaid-title2}
Modify the Overview tab of an incident record page to display the summary and other information of the incident for an agent.
### Before you begin
The demo data should be installed.
Role required: workspace_admin, ui_builder_admin, or admin
### About this task
You can customize which fields are displayed on the various sections, such as Summary, Cause, and Resolution, in the Overview tab. Customize the fields by configuring the SOW-Incident-Overview view on the Incident form using the form layout or form design feature in the ServiceNow AI Platform.
Note:
You must only configure the fields on the SOW-Incident-Overview view that are also available on the Service Operation Workspace view on the Incident form in the ServiceNow AI Platform.
For advanced customization of the Overview tab with SRP record, use the following procedure.
### Procedure
1. Navigate to AllNow Experience FrameworkUI Builder.
2. From the Experiences list, select Service Operations Workspace.
3. In the Pages and Variants section under Record, select SRP Record.
Note:
If you're on a version prior to 4.0, you must navigate from Record SNC in UI Builder to customize the Overview tab of an Incident record page.
4. Under Contents in the Body level, select Main Tab.
Figure 1. Main Tab
If the new copy is in a different application scope, select Edit in original scope before you start editing.
5. In the Config section under Tabs, point to the Page Collection SOW - Record tabs left tab and select the Edit content icon (![Edit content icon.]()).
6. Under Overview, point to the Incident Overview SNC variant and select the options icon (![Options icon.]()).
7. Select the duplicate variant icon (![Duplicate variant icon.]()).
The Variant creation page is displayed.
8. Enter the Name as Incident Overview SNC Copy.
An error is displayed for the Conditions field.
9. Resolve this error by performing the following steps:
1. Close the Variant creation page.
2. Under Overview, point to the Incident Overview SNC variant, select the options icon (![Options icon.]()), then select View settings.
3. Select Open records, then select Variant record.
The Incident Overview SNC record is displayed.
4. Edit the record, copy, and store the information from the Screen Condition field, then remove the information.
You use the information from the Screen Condition field in the later steps.
5. Select Save and close the record.
6. Repeat steps 6 through 9.
No error is displayed for the Conditions field.
7. Open the Incident Overview SNC record again.
8. Edit the record and paste the Screen Condition information copied previously.
9. Select Save and close the record.
{#customize-overview-tab-incident-sow__substeps_ihf_tjd_bzb}
10. On the Variant creation page, select the Settings tab.
If the new copy is in a different application scope, select Edit in original scope before you start editing.
11. Edit the Order value to modify the display order of the variants,
The variant with the lowest number is the default configuration.
12. **Optional:** Add the criteria to display a page or tab in Variant conditions.
13. Select Save.
14. Select the Editor tab to start editing the page components for customizing the Overview tab.
1. Select the Body level of the Content tree next to the main page area of UI Builder.
2. Edit the page by configuring components as required.
{#customize-overview-tab-incident-sow__substeps_xjz_whk_qxb}
For more information on working with pages, see Work with pages.
{#customize-overview-tab-incident-sow__steps_tlq_53b_d1c}
## Customize the Investigation tab for an incident {#ariaid-title3}
Modify the Investigation tab of an incident record page.
### Before you begin
The demo data should be installed.
Role required: workspace_admin, ui_builder_admin, or admin
### Procedure
1. Navigate to AllNow Experience FrameworkUI Builder.
2. From the Experiences list, select Service Operations Workspace.
3. In the Pages and Variants section under Record, select SRP Record.
Note:
If you are on a version prior to 4.0, you must navigate from Record SNC in UI Builder to customize the Investigation tab of an Incident record page.
4. Under Contents in the Body level, select Main Tab.
Figure 2. Main Tab
5. If the new copy is in a different application scope, select the Edit in original scope button before you start editing.
6. In the Config section under Tabs, point to the Page Collection SOW - Record tabs left tab and select the Edit content (![Edit content icon]()) icon.
7. Under Investigation, point to SOW Investigate SNC variant and select the options (![options icon]()) icon.
8. Select the Duplicate variant icon (![Duplicate icon]()).
The Variant creation page is displayed.
9. Enter the Name as SOW Investigate SNC copy.
An error is displayed for the Conditions field.
10. To resolve this error, perform the following steps:
1. Close the Variant creation page.
2. Under Investigation, point to SOW Investigate SNC variant, select the options icon (![options icon]()), and then select View settings.
3. Select Open records and then select Variant record.
SOW Investigate SNC record is displayed.
4. Edit the record, copy and store the information from the Screen Condition field, and then remove the information.
You use the information from the Screen Condition field in the later steps.
5. Select Save.
6. Repeat the steps from Step 6 to Step 9.
No error is displayed for the Conditions field.
7. Open the SOW Investigate SNC record again.
8. Edit the record and paste the Screen Condition information copied previously.
9. Select Save and close the record.
{#customize-investigation-tab-incident__substeps_ihf_tjd_bzb}
11. On the Variant creation page, select the Settings tab.
12. If the new copy is in a different application scope, select Edit in original scope before you start editing.
13. To modify the display order of the variants, edit the Order value.
The variant with the lowest number is the default configuration.
14. **Optional:** Add the criteria to display a page or tab in Variant conditions.
15. Select Save.
16. Select the Editor tab to start editing the page components for customizing the Investigation tab.
1. Select the Body level of the Content tree to the left of the main page area of UI Builder.
2. Edit the page by configuring components as required.
{#customize-investigation-tab-incident__substeps_xjz_whk_qxb}
For more information on working with pages, see Work with pages.
{#customize-investigation-tab-incident__steps_l5p_qjj_bzb}
## Customize the Remedial action playbook for an incident {#ariaid-title4}
Customize the Remedial action playbook displayed on the contextual side panel of an incident record page.
### Before you begin
The demo data should be installed.
Role required: workspace_admin, ui_builder_admin, or admin
### Procedure
1. Navigate to AllNow Experience FrameworkUI Builder.
2. From the Experiences list, select Service Operations Workspace.
3. In the Pages and Variants section under Record, select SRP Record.
Note:
If you are on a version prior to 4.0, you must navigate from Record SNC in UI Builder to customize the remedial action playbook.
4. Under Contents in the Body level, select Tab sidebar.
Figure 3. Tab sidebar
5. If the new copy is in a different application scope, select the Edit in original scope button before you start editing.
6. In the Config section under Tabs, point to the Page Collection SOW - Sidebar tabs top tab and select the Edit content (![Edit content icon]()) icon.
7. Under Playbook, point to Playbook SNC variant and select the options icon (![options icon]()).
8. Select the Duplicate variant icon (![Duplicate icon]()).
The Variant creation page is displayed.
9. Enter the Name as Playbook SNC copy.
An error is displayed for the Conditions field.
10. To resolve this error, perform the following steps:
1. Close the Variant creation page.
2. Under Playbook, point to Playbook SNC variant, select the options icon (![options icon]()), and then select View settings.
3. Select Open records and then select Variant record.
Playbook SNC record is displayed.
4. Edit the record, copy and store the information from the Screen Condition field, and then remove the information.
You use the information from the Screen Condition field in the later steps.
5. Select Save.
6. Repeat the steps from Step 6 to Step 9.
No error is displayed for the Conditions field.
7. Open the Playbook SNC record again.
8. Edit the record and paste the Screen Condition information copied previously.
9. Select Save and close the record.
{#customize-remedial-action-playbook__substeps_ihf_tjd_bzb}
11. On the Variant creation page, select the Settings tab.
12. If the new copy is in a different application scope, select the Edit in original scope button before you start editing.
13. To modify the display order of the variants, edit the Order value.
The variant with the lowest number is the default configuration.
14. **Optional:** Add the criteria to display a page or tab in Variant conditions.
15. Select Save.
16. Select the Editor tab to start editing the page components for customizing the remedial action playbook .
1. Select the Body level of the Content tree to the left of the main page area of UI Builder.
2. Edit the page by configuring components as required.
{#customize-remedial-action-playbook__substeps_xjz_whk_qxb}
For information on working with pages, see Work with pages.
{#customize-remedial-action-playbook__steps_l5p_qjj_bzb}
## Customize the incident record information in the contextual side panel {#ariaid-title5}
Modify the incident record information displayed on the contextual side panel of an incident record page.
### Before you begin
The demo data should be installed.
Role required: workspace_admin, ui_builder_admin, or admin
### Procedure
1. Navigate to AllNow Experience FrameworkUI Builder.
2. From the Experiences list, select Service Operations Workspace.
3. In the Pages and Variants section under Record, select SRP Record.
Note:
If you're on a version prior to 4.0, you must navigate from Record SNC in UI Builder to customize the incident record information.
4. Under Contents, in the Body level, select Tab sidebar.
Figure 4. Tab sidebar
If the new copy is in a different application scope, select Edit in original scope before you start editing.
5. In the Config section under Tabs, point to the Page Collection SOW - Sidebar tabs top tab and select the edit content icon (![Edit content icon.]()).
6. Under Record Information, point to the Record Information SNC variant and select the options icon (![Options icon.]()).
7. Select the duplicate variant icon (![Duplicate variant icon.]()).
The Variant creation page is displayed.
8. Enter the Name as Record Information SNC copy.
An error is displayed for the Conditions field.
9. To resolve this error, perform the following steps:
1. Close the Variant creation page.
2. Under Record Information, point to the Record Information SNC variant, select the options icon (![Options icon,]()), and then select View settings.
3. Select Open records then select Variant record.
The Record Information SNC record is displayed.
4. Edit the record, copy and store the information in the Screen Condition field, and then remove the information.
You use the information from the Screen Condition field in the later steps.
5. Select Save.
6. Repeat steps 6 to 9.
No error is displayed for the Conditions field.
7. Open the Record Information SNC record again.
8. Edit the record and paste the Screen Condition information copied previously.
9. Select Save and close the record.
{#customize-sidebar-incident__substeps_ihf_tjd_bzb}
10. On the Variant creation page, select the Settings tab.
If the new copy is in a different application scope, select Edit in original scope before you start editing.
11. Edit the Order value to modify the display order of the variants.
The variant with the lowest number is considered as the default configuration.
12. **Optional:** Add the criteria to display a page or tab in Variant conditions.
13. Select Save.
14. Select the Editor tab to start editing the page components for customizing the incident information in the contextual side panel.
1. Select the Body level of the Content tree next to the main page area of UI Builder.
2. Edit the page by configuring components as required.
{#customize-sidebar-incident__substeps_xjz_whk_qxb}
For information on working with pages, see Work with pages.
{#customize-sidebar-incident__steps_l5p_qjj_bzb}
## Customize the display of service level agreements for an incident {#ariaid-title6}
Configure the display of service level agreement (SLA) information in the incident
record page.
### Before you begin
Role required: admin
The following SLA timer configurations display the response and resolution SLA for an incident.
* Incident Response
* Incident Resolution
{#modify-sla-timer-display-config-sow__ul_rsf_5qn_vsb}
You should configure SLA timer configuration mappings for these timer configurations.
For information on how you can configure these mappings, see [Configure the SLA timer](https://www.servicenow.com/docs/Qsk94F9UuUV6JVQjan4Blg "Configure the SLA timer to determine which task SLA must be displayed as part of the timer component.").
### Procedure
1. Navigate to System DefinitionScript Includes.
2. From the Script Includes list, select SOWIncidentInfo.
3. In the Script field, modify the display information for SLAs.
getSLAConfig: function() {
var config = [{
"configId": "af871ab3532730102d05ddeeff7b124f",
"slaTimerLabel": gs.getMessage("Response SLA"),
"timeLabel": gs.getMessage("Time to respond")
},
{
"configId": "aca7d6b3532730102d05ddeeff7b12ec",
"slaTimerLabel": gs.getMessage("Resolution SLA"),
"timeLabel": gs.getMessage("Time to resolve")
}
];
return config;
},
For information about how the SLA information is displayed for an incident,
see [View service level agreement information for an incident](https://www.servicenow.com/docs/IK8t9dVY2Sj_M6OKmjvf3A#view-sla-incident-sow "Monitor task service level agreements (SLAs) displayed on an incident record page.").
## Enable inline editing for lists in Service Operations Workspace {#ariaid-title7}
Enable quick updates for field values in a list in Service Operations Workspace.
### Before you begin
Role required: admin
### About this task
If the Hardware Asset Management Professional plugin (com.sn_hamp) is installed, you
should enable inline list editing to specify asset actions for a configuration item
(CI) from the Affected CI related list of an incident.
### Procedure
1. From the All menu, navigate to sys_properties.list.
2. For the glide.lists.inline_editing_enabled property, set the Value field to true.
3. Click Update.
## Customize the Investigate tab {#ariaid-title8}
Customize on how the CI related metrics information is displayed on the
Investigate tab of the Incident record.
### Before you begin
Role required: script_include_admin
### About this task
Use this task to customize and configure the Investigate tab
of the Incident record to do the following:
* Add, remove or customize the view of the CI metrics information on the Investigate tab. For example, remove Asset Utilization metrics or add a new metric to the Investigation tab.
* Modify the threshold (warning or critical) values of the metrics.
* Modify the label names of the metrics.
* Change the units in which the metric values are displayed.
* Add or remove rows and columns from the metric information cards.
* Add, remove or rename the remedial action labels.
{#customize-investigate__ul_gnq_cxb_g5b}
### Procedure
1. Navigate to AllSystem DefinitionScript Includes.
2. From the script Include list, select sn_sow.SOWInvestigateConfigSNC.
3. Copy the required function from the Script field.
4. From the Script Includes list, select sn_sow.SOWInvestigateConfig.
For example, refer the screen shot for sn_sow.SOWInvestigateConfig script include record.
5. In the Script field, paste the required function and edit to customize the UI elements that are displayed on the different sections of the Investigate tab.
The sn_sow.SOWInvestigateConfigSNC script include record contains the configuration that is required to render the Investigate tab UI. Use this script include record as a reference to override the configuration as required, using the sn_sow.SOWInvestigateConfig script include record.
6. Click Save.
7. From the Script Includes list, select the provider specific script include SNC record.
* sn_acc_adapter.AccTransformUtilsSNC for Agent Client Collector for Investigation (ACC).
* sn_mecm_adapter.MecmTransformUtilsSNC for Microsoft Endpoint Configuration Manager for Investigation (MECM).
{#customize-investigate__choices_kbr_glt_2xb}
8. Copy the required function from the Script field.
9. From the Script Includes list, select the provider specific script include record.
* sn_acc_adapter.AccTransformUtils for Agent Client Collector for Investigation (ACC).
* sn_mecm_adapter.MecmTransformUtils for Microsoft Endpoint Configuration Manager for Investigation (MECM).
{#customize-investigate__choices_qnp_3ys_2xb}
For example, refer the screen shot for sn_acc_adapter.AccTransformUtils script include record.
10. In the Script field, paste and edit the script to configure the display of the metrics information on the customized UI of the Investigate tab.
The sn_acc_adapter.AccTransformUtilsSNC script include record contains the configuration such as which data to store and how much data must be displayed on the Investigate tab UI. Use this script include record as a reference to override the configuration as required, using the sn_acc_adapter.AccTransformUtils script include record.
11. Click Save.
### What to do next
On the Investigate tab of the Incident record in the Service Operations Workspace, click the get latest metrics icon
(![get latest matrix refresh]()) to refresh and view the customizations. For more information, see [Incident Management in Service Operations Workspace](https://www.servicenow.com/docs/Ei4fsbo04US_ws~BwzLR_Q "You can create and manage your incidents in Service Operations Workspace.").
## Configure the collection rules for the Investigate tab {#ariaid-title9}
Configure the collection rules and map the rules to the metric definitions in the
Investigate Framework module. This configuration enables you to define when the CI related
metrics information is automatically retrieved on the Investigate tab
of the Incident record.
### Before you begin
Agent Client Collector for Investigation (sn_acc_adapter) and Investigation Framework
(sn_invest_fwk) must be installed on the instance to view the Investigate Framework
module. For more information, see [Install Agent Client Collector for Investigation](https://www.servicenow.com/docs/CWeFEEqmHSkQ6EkAhjZOTA "Install the Agent Client Collector for Investigation application (sn_acc_adapter) if you have the admin role.The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.").
The Agent Client Collector framework (sn_agent) plugin must be installed on the instance, and Agent Client Collector must be installed to the affected CI. These installations are required to view the
Investigate tab on the Incident record and the CI related metrics information displayed on the Investigate tab of the Incident record. For more information on the Agent Client
Collector framework plugin and the installation, see [Agent Client Collector Framework](https://www.servicenow.com/docs/access?context=acc-framework-landing-page&version=xanadu&pubname=xanadu-it-operations-management&ft:locale=en-US) and [Agent Client Collector installation](https://www.servicenow.com/docs/access?context=acc-installation&version=xanadu&pubname=xanadu-it-operations-management&ft:locale=en-US).
Role required: sn_cimaf.sn_cimaf_admin or sn_invest_fwk.sn_investigate_admin
### Procedure
1. Navigate to AllMetrics and CI Actions FrameworkAdministrationCollection Rules.
2. Click New.
3. On the form, fill in the fields.
Trigger conditions are conditions under which the collection rule is activated. These conditions trigger the automatic retrieval of the CI related metrics information on the Investigate tab of the Incident record.{#config-collection-rules-for-investigate-tab__table_z4t_k1d_25b__entry__2}
| Field | Description |
|-|-|
| Name | Name of the collection rule. |
| Active | Option to activate the collection rule. This option is selected by default. |
| Trigger Conditions ||
| Source table | Table where the collection rule is applicable. For this task, select Incident. |
| CI field | Type of CI applicable to the source table. For this task, select Configuration item. |
| Table conditions | Condition builder to define the criteria for the fields related to the incidents under which the collection rule is triggered. |
| CI class | Class of the affected CI associated with the incident. |
| CI conditions | Condition builder to define the criteria for the fields related to the CI under which the collection rule is triggered. |
| Allow matching CI extensions | Option to enable the selection of the child CI classes associated with the selected CI class. For example, if the CI class is set as cmbi_ci_computer, and if the Allow matching CI extensions option is selected, then you can select CI classes such as the cmbi_ci_computer server that is a child CI of cmbi_ci_computer. |
[Table 1. Collection Rule form]
{#config-collection-rules-for-investigate-tab__table_z4t_k1d_25b}
4. Click Submit.
The collection rule is created.
5. Click the collection rule record.
6. On the Collection Rule Metric Associations related list, click New.
Use the Collection Rule Metric Associations related list to associate and map the collection rule with the metric definition (information).
7. On the form, fill in the fields.
{#config-collection-rules-for-investigate-tab__table_af3_j3d_25b__entry__2}
| Field | Description |
|-|-|
| Collection rule | Collection rule that you want to map with the metric definition. |
| Metric definition | Metric definition that you want to map with the collection rule. Metric definition is the CI related metrics information for which you want to implement the collection rule. |
[Table 2. Collection Rule Metric Associations form]
{#config-collection-rules-for-investigate-tab__table_af3_j3d_25b}
Note:
You can configure multiple collection rules with multiple metric definitions.
8. Click Submit.
### Result
The collection rule is created and mapped to the metric definition. When the
collection rule is triggered, the mapped metric definition is retrieved and
displayed on the Investigate tab of the Incident record. The
configured collection rule is triggered only when the Configuration Item field is modified on the Incident record.
*[\>]: and then