Incident management properties

Incident management properties are used to control features such as copying and creating child incidents. The major incident properties control the promotion of major incident candidates to major incidents.

These properties are available at Incident > Administration > Incident Properties.
Table 1. Properties for incident management
Property Description
Number of days (integer) after which Resolved incidents are automatically closed. Zero (0) disables this feature

glide.ui.autoclose.time

Sets the duration of the incident auto-close function.
List of fields (comma-separated) to copy from the original incident when an incident is reopened by email

com.snc.incident.clone_fields_on_reopen

Enter the name of the fields that you want to be copied from the original incident to the new incident when you reopen an incident through email.
Note: When an incident is reopened, a new incident is created.
Enable copy incident feature

com.snc.incident.copy.enable

Select the check box to get the Copy Incident option in the context menu.
Enable create child incident feature

com.snc.incident.create.child.enable

Select the check box to get the Create Incident option in the context menu.
Copy attachments from originating incident

com.snc.incident.copy.attach

Select the check box to copy attachments from original incidents when an incident is copied for created.
List of attributes (comma-separated) that will be copied from the originating incident

com.snc.incident.copy.attributes

Enter the name of the attributes that you want to be copied from the original incident to the new incident when you copy or create an incident.
Related lists (comma-separated) that will be copied from the originating incident

com.snc.incident.copy.related_lists

Enter the name of the related lists that you want to be copied from the original incident to the new incident when you copy or create an incident.
List of attributes (comma-separated) from Affected CIs (task_ci) related list that will be copied from the originating incident

com.snc.incident.copy.rl.task_ci.attributes

Enter the name of the attributes from Affected CIs related list that you want to be copied from the original incident to the new incident when you copy or create an incident.
List of attributes (comma-separated) from Impacted Services (task_cmdb_ci_service) related list that will be copied from the originating incident

com.snc.incident.copy.rl.task_cmdb_ci_services.attributes

Enter the name of the attributes from Impacted Services related list that you want to be copied from the original incident to the new incident when you copy or create an incident.
Show "Create Incident" link after a Knowledge article is rated not helpful

glide.knowman.create_incident_link.display

Select the check box to get the Create Incident link and provide your feedback about a knowledge article.
URL used for the "Create Incident" link after rating a Knowledge article not helpful

glide.knowman.create_incident_link

Enter the URL of the knowledge article.
List of fields (comma-separated) that appear in the activity formatter for Incident

glide.ui.incident_activity.fields

Enter the names of the fields that are visible in the activity formatter. If the activities are personalized, this property updates automatically.
Additional comments icon used in Task Activity formatter

glide.ui.incident_activity.image.comments

Enter the path of the icon that is used for additional comments.
Work notes icon used in Task Activity formatter

glide.ui.incident_activity.image.work_notes

Enter the path of the icon that is used for work notes.
Incident additional comments style

glide.ui.incident_activity.style.comments

Enter the html syntax of comment style for incident additional comments.
Incident work notes style

glide.ui.incident_activity.style.work_notes

Enter the html syntax of comment style for incident additional comments.

Major incident management

These properties are available at Incident > Administration > Major Incident Properties.

Table 2. Properties for major incident management
Property Description
Create major incident from candidate

sn_major_inc_mgmt.com.snc.incident .min.major_incident_creation

Provides option to create a new major incident or to promote a major incident candidate to a major incident.
Compose Email on Major Incident Overview

sn_major_inc_mgmt.com.snc.incident.mim.compose_email_on_iatasks

Provides comma-separated list of Incident Alert Task types that can have Compose Email option on Major Incident Workbench.