Incident promotion UI actions

UI actions add links in the Incident form context menu to promote incidents to problems, changes, or requests. Administrators can customize incident promotion behavior.

Figure 1. Incident promotion UI actions
Incident promotion UI actions in the Incident form context menu

The image depicts the UI actions that are used to promote incidents. Administrators and users with the ui_action_admin role can edit them to customize the behavior of the menu item.

Create Problem UI action

The Create Problem script copies these fields from the Incident form:

  • short_description
  • cmdb_ci
  • priority
  • company

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

prob.<fieldname> = current.<fieldname>

Create Request UI action

The Create Request script redirects the user to the service catalog. The service desk agent locates the catalog item and orders it. The Caller is copied to the Requested for user in the request.
Note: This feature is available only for new instances, starting with the Jakarta release.

Create <type of> Change UI action

The Create Normal Change and Create Emergency Change scripts copy these fields from the Incident form:

  • short_description
  • description
  • cmdb_ci
  • priority
  • company

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

change.<fieldname> = current.<fieldname>

Other UI actions for incident promotion

If there is another process that incidents may be promoted to, such as a facilities request, create a UI action. Model it after the Create Normal Change and Create Problem UI actions to promote the incident to that table.