INCIDENT MANAGEMENTTables, Metadata and Object

1. Open New Incident-Incident Details Tab

Tab Name : Incident DetailsForm Name: apm.quick.gTable Name: probsummary

Label Field Label FieldIncident Number number Total Loss of Service total.lossTicket Status problem.status Initial Impact Assessment initial.impactTitle brief.description Urgency severityReported By contact.name Site Category site.categoryOwner ticket.owner Cause Code cause.codeCategory category Description descriptionPrimary Asgn Group assignmentSubcategory subcategoryAssignee Name assignee.nameProduct Type product.typeSecond Asgn Group secondary.assignmentProblem Type problem.type

Actions/Resolution Tab

Contact Tab

Associated CI Tab

2. Search Incidents – Incident Tab

Tab Name : IncidentForm Name: FilterAdvFindTable Name: probsummary

Label Field Label FieldLook For $L.tablename Opened By opened.byView $L.view.name Closed After $adv.close.startNumber number Closed By closed.bySmart Search $smart.search Status problem.statusCategory category Owned By ticket.ownerSubcategory subcategory Primary Asgn Group assignmentProduct Type poduct.type Assignee Name assignee.nameProblem Type problem.type Company companyAlert Level status Initial Impact Assessment initial.impactAffected Name logical.name Urgency severityContact Name contact.name Priority priority.codeOpened After $adv.open.start Opened After $adv.open.end

More Choices Tab

Tab Name : More ChoicesForm Name: FilterAdvFindTable Name: probsummary

Label Field Label Fieldis assigned to me $choicesis high priority $choicesis opened $choicesis closed $choiceshas a total loss of service $choices

Advanced Filter Tab

Tab Name : Advanced FilterForm Name: FilterAdvFindTable Name: probsummarySubformat: FIlterEditForm.Sub

Text Search Tab

Tab Name : Text Search TabForm Name: FilterAdvFindTable Name: probsummary

Label Field Label FieldSearch Text actionComplete Match $irspreadShallow $irspreadDeep $irspread

3. Search Knowledgebase

Name : Search KnowledgebaseForm Name: kmknowledgebase.search.gTable Name: kmquery

Label Field Label FieldWhat are you searching for? query

Search Knowledgebases Advanced – Knowledge Library Tab

Tab Name : Search Knowledgebase Advanced – Knowledge Library TabForm Name: kmknowledgebase.advsearch.gTable Name: kmquerySubformat Name: kmquery.kblist

Label Field Label FieldWhat are you searching for? query Published kmlib.publishedtoQuery Language locale Creation Date After kmlib.aftercreationdateThis exact phrase exactphrase Creation Date Before kmlib.beforecreationdateAll of these words allwords Categories generatecatsAny of these words anywordsNone of these words nonewordsDocument ID kmlib.idTitle kmlib.titleSummary kmlib.summaryAuthor kmlib.authorDocument Type kmlib.doctypeStatus kmlib.status

Search Knowledgebases Advanced – Incident Library Tab

Tab Name : Search Knowledgebase Advanced – Incident Library TabForm Name: kmknowledgebase.advsearch.gTable Name: kmquery

Label Field Label FieldNumber incidentlib.number Owned By incidentlib.ownedbyDescription incidentlib.description Primary Asgn Group incidentlib.assignmentCompany incidentlib.company Assignee Name incidentlib.assigneeAlert Level incidentlib.alertlevel Platform Manufacturer incidentlib.vendorResolution incidentlib.resolution Serial Number incidentlib.serialnumberOpened By incidentlib.openedby Model incidentlib.modelOpened After incidentlib.openedafter Operating System incidentlib.operatingsystemOpened Before incidentlib.openedbefore OS Version incidentlib.osversionCategory incidentlib.category Service Level/Pack incidentlib.osservicepackSubcategory incidentlib.subcategoryProduct Type incidentlib.producttypeProblem Type incidentlib.problemtype

Search Knowledgebases Advanced – Interaction Library Tab

Tab Name : Search Knowledgebase Advanced – Interaction Library TabForm Name: kmknowledgebase.advsearch.gTable Name: kmquery

Label Field Label FieldNumber interactionlib.id Owned By interactionlib.ownedbyDescription interactionlib.description Affected Item interactionlib.subscriptionItemCompany interactionlib.company Assignment interactionlib.assignmentStatus interactionlib.statusResolution interactionlib.resolutionOpened By interactionlib.openedbyOpened After interactionlib.openedafterOpened Before interactionlib.openedbeforeCategory interactionlib.categorySubcategory interactionlib.subcategoryProduct Type interactionlib.producttypeProblem Type interactionlib.problemtype

Search Knowledgebases Advanced–KnownError Library Tab

Tab Name : Search Knowledgebase Advanced – KnownError Library TabForm Name: kmknowledgebase.advsearch.gTable Name: kmquery

Label Field Label FieldKnown Error ID knownerrorlib.id Problem Owner knownerrorlib.ownedbyDescription knownerrorlib.description Priority knownerrorlib.priorityRoot Cause knownerrorlib.rootcause Assigned to Group knownerrorlib.assignmentStatus knownerrorlib.status Impact Assessment knownerrorlib.impactResolution knownerrorlib.resolution Urgency knownerrorlib.severityOpened By knownerrorlib.openedby Workaround knownerrorlib.workaroundOpened After knownerrorlib.openedafter Primary Configuration Item knownerrorlib.primaryciOpened Before knownerrorlib.openedbeforeCategory knownerrorlib.categorySubcategory knownerrorlib.subcategoryProduct Type knownerrorlib.producttypeProblem Type knownerrorlib.problemtype

Search Knowledgebases Advanced–Problem Library Tab

Tab Name : Search Knowledgebase Advanced – Problem Library TabForm Name: kmknowledgebase.advsearch.gTable Name: kmquery

Label Field Label FieldProblem ID problemlib.id Problem Owner problemlib.ownedbyDescription problemlib.description Priority problemlib.priorityRoot Cause problemlib.rootcause Assigned to Group problemlib.assignmentStatus problemlib.status Impact Assessment problemlib.impactResolution problemlib.resolution Urgency problemlib.severityOpened By problemlib.openedby Workaround problemlib.workaroundOpened After problemlib.openedafter Primary Configuration Item problemlib.primaryciOpened Before problemlib.openedbeforeCategory problemlib.categorySubcategory problemlib.subcategoryProduct Type problemlib.producttypeProblem Type problemlib.problemtype

4. Incident Queue

Name : Incident QueueForm Name: sc.manage.problem.gTable Name: probsummarySubformat: sc.manage.sub.format

Label Field Label FieldQueue $L.switch.inboxView $L.inbox

Thank You