Incident promotion UI actions

Administrators can customize incident promotion behavior. The menu items Create Problem and Create Change are UI actionswith that name. You can edit the UI actions to customize the behavior of the menu item.

The Create Problem script carries over these fields from the the Incident form:

  • short_description
  • cmdb_ci
  • priority

The syntax for carrying a field from the Incident form to the Problem form is:

prob.<fieldname> = current.<fieldname>

The Create Change script carries over these fields from the Incident form:

  • short_description
  • description
  • cmdb_ci
  • priority

The syntax for carrying a field from the Incident form to the Change form is:

change.<fieldname> = current.<fieldname>

If there is another process that incidents may be promoted to, such as if an incident should really be handled by Facilities Management, you can create a new UI action modeled after the Create Change and Create Problem UI actions to promote the incident to that table.