Installed with Incident Management - Core

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 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