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Incident management properties

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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
Incident closure properties
Enable auto closure of incidents based on Resolution date. Setting this to 'No' will make auto closure to run based on the Updated date.

com.snc.incident.autoclose.basedon.resolved_at

Select the check box to auto-close incidents based on the resolution date of the incident instead of the last updated date.
Note: This property is set to true only for the new (London) customers. Existing customers have to manually set the property to true.
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.
Close open Incident Tasks when Incident is closed or canceled

com.snc.incident.incident_task.closure

Select the check box to close open incident task when Incident is closed or canceled.
Note: This property is set to true by default only for the new (London) customers.
Close open Incident Communication Plans when Incident is closed or canceled

com.snc.incident.incident_alert.closure

Select the check box to close open incident v communication plan when an Incident is closed or canceled.
Note: This property is visible when Incident Communications Management plugin (com.snc.iam) is enabled. This property is set to false for both new and existing customers.
Close open Incident Communication Tasks when an Incident Communication Plan is closed or canceled

com.snc.iam.incident_alert_task.closure

Select the check box to close open incident communication task when an incident communication plan is closed or canceled.
Note: This property is visible when Incident Communications Management plugin (com.snc.iam) is enabled. This property is set to false for both new and existing customers.
Incident Re-open Properties
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.
Copy Incident and Create Child Incident Properties
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.
Incident Form Fields Configuration Properties
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

A user with admin or incident_manager role can edit the major incident properties to define whether a new major incident must be created or a major incident candidate must be promoted to a major incident. The properties are available only when you activate the Incident Management - Major Incident Management plugin (com.snc.incident.mim).

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 communication task types that can have Compose Email option on Major Incident Workbench.
PIR export ui page url

(sn_major_inc_mgmt.pir_export_pdf_ui_page)

Provides option to associate custom UI page to export post incident report.
Major Incident Management Group (sys_id) to whom the Major Incident should be re-assigned on promotion to 'Major Incident'

(sn_major_inc_mgmt.major_incident_management_group)

Provides option to auto-assign a major incident to different assignment groups based on the actions taken on incident and also on conditions related to assignment group.
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