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 RelatedNote: 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
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 RelatedNote: 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
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 RelatedNote: 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
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 RelatedNote: 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
