Installed with incident alert management

Incident alert management. installs the following components.

Activating the Incident Alert Management plugin adds or modifies tables, user roles, script includes, and other components.

Demo data is included with incident alert management.

Tables

Incident alert management adds or modifies the following tables.

Table 1. Incident Alert Management tables
Display name [Table name] Description
Impacted CI [impacted_ci] The CIs which have been impacted by the incident alert's source CI.
Incident Alert [incident_alert] The base table for incident alerts.

Plugins

The following additional plugins are activated with incident alert management.

Table 2. Incident Alert Management plugins
Plugin name Plugin ID Description
Contact Management com.snc.contact_management Provides contact functionality and enables contact administration for incident alerts.

The following additional plugins can optionally be installed to provide additional functionality.

Table 3. Incident Alert Management additional plugins
Plugin name Plugin ID Description
Notify com.snc.notifynow Provides functionality to send SMS notifications and set up ad-hoc conference calls for an incident alert.

Properties

Incident alert management adds the following system properties.

Table 4. Incident Alert Management properties
Name Description
com.snc.iam.log_level Logging level for the business rule MapUpstreamImpactedCI. Debug is the most detailed option with full trace of how the Impacted CI List is calculated. Error is the minimal logging option with only severe errors being logged.
  • Type: String
  • Default value: info
  • Possible Values: debug,info,error
  • Location: System Properties [sys_properties] table
glide.ui.incident_alert_activity.fields Incident alert activity formatter fields. This is the list of fields tracked from the incident alert form in the activity formatter.
  • Type: String
  • Default value: opened_by, work_notes, comments, severity, estd_distruption_time, actual_disruption_time
  • Location: System Properties [sys_properties] table
com.snc.iam.on_call_escalation_level Escalation level shown in the selection screen for conference call participants. By default the primary and secondary on-call persons are in the recommended list. The behavior can be changed by adding this property to the system with a different value.
  • Type: String
  • Default value: 2 (primary and secondary on-call)
  • Possible Values: 0, 1, 2, 3, etc. Set to -1 to include everybody in the escalation plan.
  • Location: System Properties [sys_properties] table

User roles

Incident alert management adds the following user roles.

Table 5. Incident Alert Management user roles
Role Contains roles Description
ia_admin notifynow_admin, contact_admin Can create and edit incident alerts, and manage contact information. This role is only contained in ia_admin if Notify is active.
contact_admin contact_user [Requires ia_admin role] Can create and edit contact definitions and contact responsibilities.
contact_user [Requires ia_admin role] Can view contacts, contact definitions, contact responsibilities and default overrides.
Note: Typically, incident alert administrators may need to have both ia_admin and itil roles, to have full access to incident alert functionality. For example, the itil and ia_admin role are both needed to be able to create incident alerts from within an incident form.

UI actions

Incident alert management adds the following UI actions.

Table 6. Incident Alert Management UI actions
UI action Tables Description
Create new incident alert incident [incident] Creates new incident alert from an existing incident record.
Show Live Feed (1) Incident Alert [incident_alert] Displays live feed for the document on a list.
Show Live Feed (2) Incident Alert [incident_alert] Displays live feed for the document.
Follow on Live Feed (1) Incident Alert [incident_alert] Adds user to the live feed for this document. If no feed exists, it is created. This is for lists, forms have the redirect.
Follow on Live Feed (2) Incident Alert [incident_alert] Adds user to the live feed for this document. If no feed exists, it is created. This is for forms using the redirect.
View PIR Report Incident Alert [incident_alert] Shows the post incident review report.

The following UI actions are also installed if Notify is activated:

Table 7. Incident Alert Management additional UI actions
UI action Tables Description
Initiate Conference Call Incident Alert [incident_alert] Initiate a conference call for a incident alert.

UI policies

Incident alert management adds the following UI policies.

Table 8. Incident Alert Management UI policies
UI policy Table
Make PIR section source incident fields read only Incident Alert [incident_alert]
Closure info Incident Alert [incident_alert]
Resolution Info Incident Alert [incident_alert]
Capturing open / closed / resolved info Incident Alert [incident_alert]

Script includes

Incident alert management adds the following script includes.

Table 9. Incident Alert Management script includes
Script include Description
IncidentAlertAjax AJAX methods for incident alert.

The following script includes are also installed if Notify is activated.

Table 10. Incident Alert Management additional script includes
Script include Description
IncidentAlertConferenceCall Returns a list of frequent participants that have joined Notify conference calls.

Client scripts

Incident alert management adds the following client scripts.

Table 11. Incident Alert Management additional client scripts
Script Table Description
PIR visibility Incident Alert [incident_alert] Show PIR section if state is resolved or closed.
Adding info from Source Incident Incident Alert [incident_alert] Bring in information from source incident.

Business rules

Incident alert management adds the following business rules.

Table 12. Incident Alert Management business rules
Business rule name Table Description
Incident Alert insertion limitation Incident Alert [incident_alert] Only allow one active incident alert to be associated with an incident.
MapUpstreamImpactedCI Incident Alert [incident_alert] Populate impacted CIs related list.
Insert in state "New" only Incident Alert [incident_alert] Make sure an incident alert can only be created with in a New state.
Opened, Resolved and Closed capturing Incident Alert [incident_alert] Capture who did what and when.
Automatically WIP if actions taken Incident Alert [incident_alert] Automatically change the incident alert state to Work In Progress when comments are added.
Check role is ia_admin Contact [contact] Make sure that the logged in user is an incident alert administrator.
Map upstream impacted CI Incident Alert [incident_alert] Map all impacted configuration items based on source CI.

The following business rules are also installed if Notify is activated.

Table 13. Incident Alert Management additional business rules
Business rule name Table Description
SMS on new Incident Alert Incident Alert [incident_alert] Send an SMS notification when an incident alert is created.
Conference Call Allowed Incident Alert [incident_alert] Check if a conference call can be initiated.
Update Conference Call Finished IA Activity NotifyNow Conference Call [notifynow_conference_call] Extend the Incident Alert activity log when a conference call finishes.
Update Conference Call Started IA Activity NotifyNow Conference Call [notifynow_conference_call] Extend the Incident Alert activity log when a conference call is initiated.