Installed with Incident Management

Installed with Incident Management - Core plugin

Several types of components are installed with the Incident Management - Core plugin.

Script includes installed with Incident Management - Core

Incident Management - Core plugin adds the following script includes.

Table 1. Script includes
Script Include	Description
IncidentStateSNC	Defines out-of-the-box states for incident. The file is protected. If you want to update the state values, use IncidentState.
IncidentState	Defines incident state constants. Use this constant when determining which incident state to use.

State model mapping

Describes how the incident states from the old state model map to incident states of the new state model.

The old state model does not have the On Hold state. The new state model has three old incident states that map to the new On Hold state. When the user selects the On Hold state, a new field,On Hold Reason, appears.

Table 2. Map old state to new state
Old incident state model	New incident state model
New1	New 1
Active 2	In Progress 2
Awaiting Problem 3	On Hold 3
Awaiting User Info 4	On Hold 3
Awaiting Evidence 5	On Hold 3
Resolved 6	Resolved 6
Closed 7	Closed 7
	Canceled 8

Scripts modified with Incident Management - Core

The Incident Management - Core plugin modifies the following script includes.

The following scripts have been updated in order to change the Incident management state model. State values have been changed from hard-coded values to references to the IncidentState script include.

The Incident state model is customizable for advanced users. The script include IncidentState holds the base states that are used by the code to make state-based decisions.

Table 3. Script modified for incident form
Name	Type	Table
Caller Close	Business rule	sys_script
incident reopen	Business rule	sys_script
mark_closed	Business rule	sys_script
incident autoclose	Business rule	sys_script
Create Problem	UI action	sys_ui_action
Create Normal Change	UI action	sys_ui_action
Close Incident	UI action	sys_ui_action

Table 4. Script modified for incident resolution workflow
Name	Type	Table
SNC - ITIL - Close Related Note: This business rule is also used in service management.	Business rule	sys_script
SNC - ITIL - Resolve Related Incidents	Business rule	sys_script
Create Normal Change	UI action	sys_ui_action
Create Request	UI action	sys_ui_action
Close Incident	UI action	sys_ui_action

Table 5. Script modified for incident resolution fields
Name	Type	Table
mark_resolved	Business rule	sys_script

Table 6. Script modified for incident alert management
Name	Type	Table
Show Related Incident Alert	UI action	sys_ui_action
Create Incident Alert	UI action	sys_ui_action

Table 7. Script modified for change request form
Name	Type	Table
Create Normal Change	UI action	sys_ui_action
Create Emergency Change	UI Actions	sys_ui_action

Table 8. Script modified for problem form
Name	Type	Table
Close Incident	UI action	sys_ui_action

Table 9. Script modified for knowledge management
Name	Type	Table
Communicate Workaround	UI action	sys_ui_action

Table 10. Script modified for service management functionality
Name	Type	Table
SNC - ITIL - Close Related	Business rule	sys_script

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