IM Requirements V1.0

Business Requirements Gathering Template - Incident Management
Table of contents
1 Incident Forms
2 Additional Requirement
3 Choice Fields
4 Task
5 Notification
6 State Progapation Matrix
7 SLA
8 Roles & Privilege
9 Priority Matrix
10 Plugin
11 Reporting By: Dhruv Gupta
agement
y: Dhruv Gupta
BR
# Field Name Description Requirement Type
Number Unique system-generated incident number. Best Practice
Method by which Caller contacted Help Desk to create the
Contact type incident. Best Practice
It is an incident that is related to current incident someway and

may be used when "behind the scenes" work needs to be done
in a related ticket by another assignment group to resolve an
Parent issue Best Practice
The user who contacted you with an issue. Begin typing the first
name of the caller to select from a list of matching names, or
Caller click the lookup icon and select the user. OOB
The type of issue. After selecting the category, select the
Category subcategory, if applicable. Best Practice
The type of issue. After selecting the category, select the

Subcategory subcategory, if applicable. Best Practice
Service The affected business service, if applicable. OOB
The affected CI, if applicable.After a CI is selected, you can click

the open dependency views icon beside the field to see how
the CI maps into the infrastructure. The dependency view
shows you what is impacted and whether other CIs or services
Configuration item are experiencing issues. Best Practice
The state moves and tracks incidents through several stages of
State resolution. Best Practice
On hold reason The reason that the Incident's state has been placed 'On Hold' OOB
Impact The effect that the task has on business. Best Practice
Urgency The extent to which the task resolution can be delayed. Best Practice
Priority How quickly the service desk should address the task. OOB
The group to work on this incident. If left blank, the incident is

Assignment group automatically assigned. Best Practice
The user of the assignment group to work on this incident. If

Assigned to left blank, the incident is automatically assigned. Best Practice
Short description A brief description of the incident. OOB
Description Detailed explanation on the incident. Best Practice
Notes
Users who receive notifications about this incident when
comments are added. Click the add me icon to add yourself to
Watch list the watch list. OOB
Users who receive notifications about this incident when work
notes are added. Click the add me icon to add yourself to the
Work notes list work notes list. OOB
More information about the issue as needed. All users who can
Additional comments view incidents see additional comments. OOB
Information about how to resolve the incident, or steps taken
Work notes to resolve it, if applicable. Best Practice
Related Records
Information on any related problem record that is related to
Problem the incident. Best Practice
Change Request Information on any related change request. Best Practice

Information on the change request that resulted in the creation
Caused by Change of the incident. OOB
Resolution Information
If the check box is selected, a knowledge article is created from
Knowledge this incident when it is closed. OOB
Resolution code Document how an incident is resolved. Best Practice
Resolution notes Information about how or why the incident was closed. Best Practice
The user who resolved the issue and the date and time the
Resolved by incident was closed. Best Practice
Resolved The date and time when the incident was resolved. Best Practice
Related List
Task SLAs SLAs Related to the incident depending on Priority OOB
The Affected CI will show the BSM Map functionality to
allocate/find related incidents based on the Configuration Item.
Affected CIs If a CI is attached to an incident. OOB
Major Incident Fields and Lists

Notes
A journal field where you can enter details of the actions taken
for a major incident. This field is for only internal users.
Note: This field is only visible when you activate Major Incident
Actions taken Management (com.snc.incident.mim) plugin OOB
Post Incident Report
This section is available only when an incident is resolved. OOB
Overview Summary of the incident. OOB

Information on what caused the major incident and any lessons
Findings learnt in the process. OOB
Information of all the activity feeds not only of the incident but
also of the incident communication plan and incident
Timeline communication tasks related to the incident. OOB
Major Incident
This section is available only when the incident enters the major incident flow. OOB
Major incident state State tracking whether incident has become major incident. OOB
Rejected: the major incident candidate is rejected by a major
incident manager. OOB
Canceled: the major incident is demote by a major incident
manager. OOB
The user who proposed the incident as a major incident
Proposed by candidate. OOB
Date and time when the incident was proposed as a major
Proposed incident candidate. OOB
Promoted by The user who promoted the incident to a major incident. OOB
Date and time when the incident was promoted to a major
Promoted incident. OOB
Business impact The business impact of the issue identified in the major case. OOB
Identification of Major incident

o Financial Impact
o Business Impact
o Technical Complexity
o Impact on Security
Best Practice
Probable cause The probable cause of the issue identified in the major case. OOB
Related List (in addition to the previous related lists)

Impacted Services/Cis Services/Cis that this Incident is affecting. OOB
Child Incidents Incidents that are caused by this Incident. OOB
Outages Service outage related to this incident OOB
Incident Communcation
Plans Plans that improve communication for this particular incident. OOB
development assigned story Development Documentatio
requirement description status to # Comments n Status
Make number field as a read only field
Set Contact type Mandatory
Include the parent field, leave it optional
Make Category field as a mandatory field
Subcategory field should be a mandatory field in all

states when the category field is not empty
Configuration Item to be mandatory field in

Resolved state
Closed' should not be a visible choice in the State
Field. Make state a mandatory field.
Make Impact field a mandatory field

Make Urgency a mandatory field
1. Auto populate assignment group with Business

Service's support group field.
2.Assignment group to default to Service Desk
group if no auto-assignment
Make Description a mandatory field
Make Work notes mandatory on ALL saves,

updates, submits
Make Problem field mandatory when 'On hold
reason' is 'Awaiting problem.'
Make Change field mandatory when 'On hold
reason' is 'Awaiting change.'
Make Resolution Code mandatory field when the

State is Resolved.
Make Resolution Notes mandatory field when

State is 'Resolved'
Set Resolved by field Read-only and auto populate
it
Set resolved field read-only and auto populate it

Mandatory Mandatory State (Eg Read Only Readonly State (Eg In
(Y/N) Inprogress/resolved) (Y/N) progress/resolved)
N NONE Y All states
N NONE Y Closed
N NONE Y Closed
Y All states Y Closed, Cancelled

Closed (Category only), Canceled
N NONE Y (Category only)
Closed (Category only), Canceled

N NONE Y (Category only)
Y NONE Y Closed
Y NONE Y Closed, Cancelled
N NONE Y Closed, Cancelled
Y On hold Y Closed
N NONE Y All states

Y All states Y Closed, Cancelled
Y NONE Y Closed
N NONE Y Closed
N NONE Y Closed
On hold', with hold reason as
Y 'Awaiting caller' Y Closed, Cancelled
N When priority changes Y Closed, Cancelled

N NONE Y Closed
N NONE Y Closed
N NONE Y Closed
N NONE Y Closed, Cancelled

When trying to update with
Y 'Resolved' Y Closed, Cancelled
When trying to update with
'Resolved', or when State is
Y 'Closed'. Y Closed, Cancelled
N NONE Y All states
N NONE Y All states
N N/A N/A N/A
N N/A N/A N/A
N NONE Y Closed
N NONE Y All states but Resolved
N NONE Y all states

NONE Y
NONE Y
N NONE Y all states
N NONE Y all states

N NONE Y all states
N NONE Y all states
N NONE Y Closed
N NONE Y Closed
N N/A N/A N/A

N N/A N/A N/A
N N/A N/A N/A

Default value Field Choices DB Column Name Field Type
INC000001 (increments by 1) N/A number String (40 char)
NONE See 'Choice Fields' contact_type String (40 char)
NONE N/A parent Ref(task)
NONE N/A caller_id Ref(sys_user)

Inquiry/help (category),
NONE(subcategory) See 'Choice Fields' category String (40 char)
Inquiry/help (category),
NONE(subcategory) See 'Choice Fields' subcategory String (40 char)
NONE N/A business_service Ref(cmdb_ci_service)
NONE N/A cmdb_ci Ref(cmdb_ci)
1 - New See 'Choice Fields' state Integer
None See 'Choice Fields' hold_reason Integer

3 - Low See 'Choice Fields' impact Integer
3 - Low See 'Choice Fields' urgency Integer
5 - Planning See 'Choice Fields' priority Integer
NONE N/A assignment_group Ref(sys_user_group)
NONE N/A assigned_to Ref(sys_user)

NONE N/A short_description String (160 char)
NONE N/A description String (400 char)
NONE N/A watch_list List(sys_user)
NONE N/A work_notes_list List(sys_user)
NONE N/A comments Journal Input
NONE N/A work_notes Journal Input

NONE N/A problem_id Ref(problem)
NONE N/A rfc Ref(change_request)
NONE N/A caused_by Ref(change_request)
0 N/A knowledge True/False
None See Choice Fields close_code String(40 char)
NONE N/A close_notes String(4000 char)
NONE N/A resolved_by Ref(sys_user)
NONE N/A resolved_at Date/Time
N/A N/A
N/A N/A
NONE N/A actions_taken Journal Input
NONE N/A overview HTML(65,000)
NONE N/A lessons_learned HTML (65,000)
NONE N/A timeline HTML(1,024,000)
NONE See 'Choice Fields' major_incident_state String

NONE N/A proposed_by Ref(sys_user)
NONE N/A proposed_on Date/Time

NONE N/A promoted_by Ref(sys_user)
NONE N/A promoted_on Date/Time
NONE N/A business_impact String(4,000)
NONE N/A cause String(4,000)
N/A N/A
N/A N/A
N/A N/A
Visibilit Visibility State (Eg
Reference Qualifier Dependent on y Inprogress/resolved)
N/A N/A Y All State
N/A N/A Y All State
None None Y All State
None company Y All State
N/A N/A Y All State
Subcategory depends on
N/A Category. Y All State
Script on operational
status field of cmdb_ci company Y All State
N/A N/A Y All State
N/A N/A Y Only when state is 'On Hold'

N/A N/A Y All State
N/A N/A Y All State
N/A N/A Y All State
type=itil^Ortype=null; N/A Y All State
assigned_to depends on
roles=itil assignment_group Y All State
N/A N/A Y All State
N/A N/A Y All State
N/A N/A Y All State
N/A N/A Y All State

N/A N/A Y All State
N/A N/A Y All State
N/A N/A Y All State
N/A N/A Y All State
N/A N/A Y Major Incidents
Major Incidents after

N/A N/A Y resolution


Y Major Incidents
Y Major Incidents
active=true N/A Y Major Incidents

active=true N/A Y Major Incidents
Y Major Incidents

BR Name Description
Reassigning an incident will not reset SLAs attached to the incident

SLA unless the SLA is specifically tracking reassignment only
While incident is onHold the following fields should be mandatory

• Awaiting Caller
• Awaiting Change
OnHold State • Awaiting Vendor
Once the incident state is Resolved, and the caller has not shared any
feedback or concerns, in that case within 7 days, the incident is auto-
Auto Close Incidents closed
Incident SLA
• Priority 1 – Within 24 Hours
• Priority 2 – Within 2 Days
• Priority 3 – Within 3 Days
Incident SLA • Priority 4 – Within 4 Days
automatically establish the priority of the incident based on the CI

(configuration item) that is identified in the incident record. With this
technique, the business criticality value of the CI is used to determine
CI Based Prioritization the priority of the incident
Incident Assignment to be based on The assignment are assigned based

on –
• Relevant CI owner
• Incident model
Incident Assignment • Incident classification
Service Portal Incident Users can go to the IT Service Portal site and create a new ticket
Requirement Type
Best Practice - Enhancement

BR # Field Name Choice
Urgency 1-High
Urgency 2-Medium
Urgency 3-Low
Impact 1-High
Impact 2-Medium
Impact 3-Low
Priority 1-Critical
Priority 2-High
Priority 3-Moderate
Priority 4-Low
Priority 5-Planning
Resolution code Solved (Workaround)

Resolution code Solved (Permanently)
Resolution code Solved Remotely (Workaround)
Resolution code Solved Remotely (Permanently)
Resolution code Not Solved (Not Reproducible)
Resolution code Not Solved (Too Costly)
Resolution code Closed/Resolved by Caller
Category Inquiry/Help
Category Hardware
Category Software
Category Network
Category Database
Subcategory (depends
on Category value) Antivirus
Subcategory CPU
Subcategory DB2
Subcategory DHCP
Subcategory Disk
Subcategory DNS
Subcategory Email
Subcategory Internal Application
Subcategory IP Address
Subcategory Keyboard
Subcategory Memory
Subcategory Monitor
Subcategory Mouse
Subcategory MS SQL Server
Subcategory Operating System
Subcategory Oracle
Subcategory VPN
Subcategory Wireless
Subcategory None
State New
State In Progress
State On Hold
State Resolved
State Closed
State Canceled
On hold reason Awaiting caller

On hold reason Awaiting vendor
On hold reason Awaiting change
On hold reason Awaiting problem
Contact type Email

Contact type Phone
Contact type Self-service
Contact type Walk-in
Contact type None
Major Incident State Proposed

Major Incident State Rejected
Major Incident State Canceled
Major Incident State Accepted
Requirement Type
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
OOB
Table OOB/Custom DB Column Name Field Name Field Type
task OOB number Number String
task OOB state State Integer
task OOB cmdb_ci Configuration item Reference
task OOB priority Priority Integer
incident_task OOB parent Parent Reference
task OOB assignment_group Assignment Group Reference
task OOB assigned_to Assigned to Reference
task OOB short_description Short description String
task OOB description Description String
task OOB work_notes Work notes Journal Input

Reference Required on creation? Always visible?
0 Yes
Open (Default),
Pending, Work in
Progress, Closed
Complete, Closed
Skipped, Closed
Incomplete 1 Yes
Configuration Item 0 Yes
Refer Choice List 1 Yes
Incident 0 Yes
Group 1 Yes
User 0 Yes
1 Yes
1 Yes
0 Yes
Visibility Conditions Entered by Modified By
Always Visible and Read Only Auto-populated Read-Only
Always Visible and Editable (except Closed Complete, Closed

Skipped, Closed Incomplete) ITIL User ITIL User
Skipped, Closed Incomplete) Auto-populated Read-Only
Hint/Help Text Special Requirements
Retain OOB Number to be TASK followed by 8 digits
Retain OOB Follow Task State Progapation
Retain OOB
Retain OOB
Retain OOB
Retain OOB
Retain OOB
Retain OOB
Retain OOB
Retain OOB
Notification Table Subject
Incident commented
for ITIL Incident [incident] Incident XXX - comments added
Incident Opened and
Unassigned Incident [incident] Incident XXX - opened and unassigned
Incident Closed Incident [incident] Your incident XXX has been closed
Incident Priority
Raised Incident [incident] XXX priority raised to Y-priority
Incident Resolved Incident [incident] Your incident XXX has been resolved
Incident assigned to
my group Incident [incident] Incident XXX has been assigned to group Y
Incident assigned to
me Incident [incident] Incident XXX has been assigned to you
Incident opened for
me Incident [incident] Incident XXX has been opened on your behalf
Incident commented
for ESS Incident [incident] Your Incident XXX has comments added
Incident commented
and state changed Incident [incident] Incident XXX state changed
Major Incident Major Incident Candidate ${number} has been

candidate assigned Incident [incident] assigned to you for review
Major Incident Major Incident Candidate ${number} has been

candidate rejected Incident [incident] rejected
Notification Table Subject

Your password has been reset per your
Reset Password Incident [incident] request
Your subscribed group ${event.parm2} is
Group affected Incident [incident] being affected by INCXXX
Incident Survey Incident [incident] Please take this survey related to Incident XXX
Your Subscribed CI ${event.parm2} is being
CI affected Incident [incident] affected by INCXXX
Your subscribed location ${event.parm2} is
Location affected Incident [incident] being affected by INC XXX
Your subscribed cost center ${event.parm2} is

Cost center affected Incident [incident] being affected by INC XXX
Trigger Recipient list
When Additional comments changes Assigned To, Watch list
When Assigned to = empty and Active = true N/A
When Incident state = Closed Caller
When triggered in flow designer Assigned To
When Incident state changes to Resolved Caller
When Assigned to is empty, assignment group

changes and assignement group is not empty Assignment group
When assigned to changes and assigned to is not

empty Assigned To
When Active = true Caller
When Additional comments changes Caller

When additional comments changes, state changes
from onHold, state changes to InProgress, Caller is
Me Assigned To, Watch list
When major incident state changes to proposed Assigment group
When major incident state changes to rejected Assigned to, Proposed by
Recipients Event name
event parm 1 reset.password
N/A group.affected
event parm 1 task.send_survey
N/A ci.affected
N/A location.affected
N/A cost_center.affected
Message Email template used Requirement Type
Contains short description, caller,
category, priority, severity,
comments incident.header.comments.details OOB
category, priority, severity incident.header.details OOB
Unsubscribe and Preferences
Contains Closed by, Closed notes Helvetica OOB
Contains Short description and
priority change Unsubscribe and Preferences OOB
Contains Resolved by, Resolved Unsubscribe and Preferences
notes Helvetica OOB
Contains Caller, short description,

Category, Assignment group,
Priority, Severity None OOB
Contains Caller, short description,

category, assignment details, Unsubscribe and Preferences
priority, severity Helvetica OOB
Contains short description Helvetica OOB
Contains short description , Unsubscribe and Preferences

additional comments Helvetica OOB
category, priority, severity, state Unsubscribe and Preferences
change, comments Helvetica OOB
Contains number, priority, state,
short description, description,
business impact Unsubscribe and Preferences OOB
Contains number, priority, state,
short description, description,
business impact, work notes Unsubscribe and Preferences OOB
Message Email template used Requirement type

Your new password is $
{event.parm2} NONE OOB
Short description, priority Unsubscribe and Preferences OOB

Short description Helvetica OOB
Short description, priority,
comments Unsubscribe and Preferences OOB

Plugin
com.snc.incident
com.snc.incident
com.snc.incident
com.snc.incident
com.snc.incident
com.snc.incident
com.snc.incident
com.snc.incident
com.snc.incident
com.snc.incident
com.snc.incident.mim
com.snc.incident.mim
Plugin
com.snc.incident
com.snc.incident
com.snc.incident
com.snc.incident
com.snc.incident
com.snc.incident
First two tables show out-of-the-box logic
OOB Incident State Propogation Matrix
To
No change New · In Progress · On Hold
· New NA Yes Yes
· In Progress Yes NA Yes
· On Hold Yes Yes NA
From · Resolved Yes Yes Yes
· Closed Yes Yes Yes
· Canceled Yes Yes Yes
OOB Incident Task State Propagation Logic

To
No change Open Work In Progress Pending
Open NA Yes Yes
Work In Progress Yes NA Yes
Pending Yes Yes NA
From Closed Complete Yes Yes Yes
Closed Incomplete Yes Yes Yes
Closed Skipped Yes Yes Yes
Next two tables show logic that can be implemented instead.

Possible Incident State
New · In Progress · On Hold

No change
· New NA Yes Yes
· In Progress No NA Yes
· On Hold No Yes NA
· Resolved No Yes Yes
From · Closed No Yes Yes
· Canceled No Yes Yes
No No No
No No No
Possible Incident Task State Propagation Log

To
No change Open Work In Progress Pending
Open NA Yes Yes
Work In Progress Yes NA Yes
Pending Yes Yes NA
From Closed Complete No No No
Closed Incomplete No No No
Closed Skipped No No No
OOB Incident State Propogation Matrix
To
· Resolved · Closed · Canceled
Yes No Yes
Yes No Yes
Yes No Yes
NA No (End user or system should close) Yes
Yes NA Yes
Yes Yes NA
OOB Incident Task State Propagation Logic

To
Closed Complete Closed Incomplete Closed Skipped
Yes Yes Yes
Yes Yes Yes
Yes Yes Yes
NA Yes Yes
Yes NA Yes
Yes Yes NA
Possible Incident State Propogation Matrix
· Resolved · Closed · Canceled
NA NA Yes
No No Yes
Yes Yes Yes
NA Yes Yes
Yes NA Yes
Yes Yes NA
No No No
No No No
Possible Incident Task State Propagation Logic

To
Closed Complete Closed Incomplete Closed Skipped
Yes Yes Yes
Yes Yes Yes
Yes Yes Yes
NA No No
No NA No
No No NA
Requirement type
OOB
OOB
OOB
OOB
OOB
OOB
Requirement type
OOB
OOB
OOB
OOB
OOB
OOB
When the Incident

Requirement type
Closed Cancelled
requester 'Withdraws' an
incident, state will move
NA NA OOB
to Cancelled
No No OOB
No No OOB
No No OOB
No No OOB
Yes NoRestricted to OOB
NA NoRequester. OOB
No NA OOB
Requirement type
OOB
OOB
OOB
OOB
OOB
OOB
Type Name Process Start Condition
Starts when
Priority is 1 -
SLA P1 Resolution Incident Critical
Starts when
priority is 1 and
assignment
group is not
SLA P1 Response Incident empty
Start When
Priority is 2 -
Starts when
SLA P2 Resolution Incident High
priority is high
and assignment
group is not
Start
StartsWhen
when
Priority is 3 -
priority is
SLA P3 Resolution Incident Moderate
Moderate and
assignment
group is not
Start When
Priority is 4 -
Starts when
SLA P4 Resolution Incident Low
priority is Low
and assignment
Starts when
group
priorityisisnot
5-
Planning and
assignment
group is not
Starts
Assignment
group is
Database group Database and
OLA resolution (P1 only) Incident Priority is 1
Starts when
Assignment
group is
OLA Network group resolution Incident Network
Starts when
Configuration
item is Storage
SAN 001 contract Area Network
UC resolution (3.5 hour) Incident 001
Br.No. SLA Description Process

Br.No. SLA Description Process
Config Item
SLA for the Server the runs

Primary Server many of the mission-critical Incident
applications.
Service
SLA for Email Service

Email Service provided for the entire Incident
organization.
Customer
SLA for VIP Customers

Platinum (must be Director or Incident
above).
SLA for IP Customers (ex:

Gold Incident
Sales and IT Department).
SLA for managers and

Silver Incident
Supervisors.
SLA for the Accounting

Bronze Incident
Department.
Corporate
Default SLA for all

Customers who are not
Corporate Incident
entitled to a Customer
Service Level.
Pause Condition Stop Condition
When state is Resolved or When state

is On hold with on hold reason =
awaiting caller Incident Closure
When state is not new and assigned to is not

None empty

None empty

None empty

None empty

None empty

is On hold with on hold reason = When assignment group is not database Or
awaiting caller incident state is Closed

is On hold with on hold reason = When assignment group is not Network Or
awaiting caller incident state is Closed

is On hold with on hold reason = When Configuration item is not Storage Area
awaiting caller Network 001 Or incident state is Closed
SLA Type Pre-requisites

SLA Type Pre-requisites
Client need to provide Start, Pause & Stop

Standard
trigger conditions

E-Mail/ Calendaring
trigger conditions

Standard
trigger conditions

Standard
trigger conditions

Standard
trigger conditions

Standard
trigger conditions

Standard
trigger conditions
Retroactive Start Retroactive start
Duration (Y/N) set To Requirement type
1 hour Y Created OOB
15 minutes Y Created OOB
8 hours Y Created OOB
1 hour Y Created OOB
1 Day Y Created OOB
2 Days Y Created OOB
1 Day 16 hours Y Created OOB
1 hour N N/A OOB
4 hours N N/A OOB
3 hours 30 minutes N N/A OOB
Target Times
Response Resolution
Work Hours Priority
Duration Duration
1 5 mins 1 hrs
2 5 mins 2 hrs
24x7
3 10 mins 3 hrs
4 15 mins 4 hrs
1 15 mins 2 hrs
2 15 mins 4 hrs
24x7
3 30 mins 6 hrs
4 30 mins 8 hrs
1 15 mins 2 hrs
2 15 mins 4 hrs
24x7
3 30 mins 6 hrs
4 30 mins 8 hrs
1 30 mins 3 hrs
2 30 mins 8 hrs
24x7
3 1 hr 12 hrs
4 3 hrs 16 hrs
1 45 mins 5 hrs
2 45 mins 1 day
24x7
3 2 hrs 2 days
4 5 hrs 3 days
1 1 hr 6 hrs
2 1 hr 2 days
24x7
3 2 hrs 3 days
4 2 hrs 5 days
1 1 hr 5 hrs
2 1 hr 2 days
24x7 3 2 hrs 3 days
4 2 hrs 5 days
5 2 hrs 9 days
Requirement Type
Requirement Type
Enhancement
Enhancement
Enhancement
Enhancement
Roles Incident Problem
View Create Update Delete View Create Update
admin Yes Yes Yes Yes Yes Yes Yes
ITIL Yes Yes Yes No Yes Yes Yes
itil_admin Yes Yes Yes Yes Yes Yes Yes
Incident manager Yes Yes Yes No Yes Yes Yes
blem Change
Delete View Create Update Delete
Yes Yes Yes Yes Yes
No Yes Yes Yes No
Yes Yes Yes Yes Yes
No Yes Yes Yes No
BR Priority Matrices
The below is the OOB priority
matrix
IMPACT
1 - High 2 - Medium
1 - High Priority 1 Priority 2
URGENCY
2 - Medium Priority 2 Priority 3
3 - Low Priority 3 Priority 4
3 - Low
Priority 3
Priority 4
Priority 5
Plugin Name Plugin ID
Incident com.snc.incident
Best Practice - Incident Resolution Workflow com.snc.bestpractice.incident
Incident Management Notification com.snc.incident_notification
Incident Overview Homepage com.glideapp.report.itsm.incident.overview
Incident Resolution Fields com.snc.incident_resolution_fields
Major Incident Management com.snc.incident.mim
Incident Updates com.snc.incident.updates
Requirement Type
OOB
OOB
OOB
OOB
OOB
OOB
OOB
Report Table
KPI - Average Work Effort for Resolving Incidents by
Category incident_time_worked
Active Major Incidents incident
All Incidents by Assignment incident
All Incidents by Assignment (My Groups) incident
All Incidents by Category incident
All Incidents by Location incident
All Incidents by State incident
All Incidents Closed By incident
All Incidents Closed By (My Groups) incident
Closed Incidents - Grouped by Priority incident
Closed Incidents this month by Category incident
Critical Open Incidents incident
IAs opened in the last 72 hours incident_alert
Incident Breakdown incident
Incident Trend By Configuration Item incident
Incident Trend By Priority incident
Incident Trend By Priority (My Groups) incident
Incidents Average Reassignment incident
Incidents by Priority and State incident
Incidents by Priority and State older than 30 Days incident

Incidents Closed per Week incident
Incidents not updated for 7 days incident
Incidents Opened per Week incident
Incidents Opened Today incident
Interactive filter example on open incidents: bar
chart incident
Interactive filter example on open incidents: list incident
KPI - Average Incident Resolution Time by Category incident

KPI - First Time Resolution Rate by Category incident_metric
KPI - Incident Resolution within SLA by Category incident_sla
KPI - Incidents Assigned More than Once by Category incident

KPI - Number of Incidents by Category incident
KPI - Number of Incidents per Month by Category incident

KPI - Number of Repeated Incidents incident
KPI - Remotely Resolved Incidents incident
Major Incident Candidates incident
Major Incidents by Priority and State incident
Major Incidents by Priority and State older than 7
Days incident
Major Incidents Closed per Week incident
Major Incidents Nearing Breach incident_sla
Major Incidents Opened per Week incident
Major Incidents Opened Today incident

Major Incidents Overdue incident_sla
Major Incidents Resolved Today incident
Map Incident by caller incident
My Incidents by State incident
Open Communication Plans incident_alert
Open Communication Plans by Severity incident_alert
Open Communication Plans by Type incident_alert
Open IA's this week incident_alert
Open Incidents incident
Open Incidents - Grouped incident
Open Incidents - Grouped incident
Open Incidents by Assignment incident
Open Incidents by Assignment (My Groups) incident
Open Incidents by Category incident
Open Incidents by Category incident
Open Incidents by Category (My Groups) incident
Open Incidents by Category (My Groups) incident
Open Incidents by Escalation incident
Open Incidents by Escalation (My Groups) incident
Open Incidents by Priority incident
Open Incidents by State incident
Open Incidents by State (My Groups) incident
Open Incidents by State (My Groups) incident
Open Incidents Not Updated In Last 30 Days by
Assignment Group and State incident
Open Incidents older than 30 Days incident
Open Incidents older than 30 Days - Grouped incident
Open Incidents Older Than 30 Days by Assignment
Group and State incident
Open Incidents Where Assignee Is Not Active incident
Open Incidents With Closed Problem incident
Open Major Incidents incident
Open Major Incidents - Grouped incident
Open Major Incidents Older Than 7 Days - Grouped incident

Opened Incidents this month by Priority incident
Overdue Incidents incident
PA.Source: Open incidents - Heatmap -
Priority/Category incident
PA.Source: Open incidents - List incident
PA.Source: Open incidents - MPivot -
Priority/State/Category incident
Performance by Category incident
Performance by Priority incident
Performance by Tech incident
Process Exceptions by Month incident
Resolved Communication Plans incident_alert
Resolved IA's this Week incident_alert
Resolved Major Incidents incident
System Administrator: 2015-11-09 22:57:44 incident
test incident
Unassigned Incidents incident
Unassigned Major Incidents incident
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IM Requirements V1.0

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IM Requirements V1.0

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Business Requirements Gathering Template - Incident Management

It is an incident that is related to current incident someway and

The type of issue. After selecting the category, select the

The affected CI, if applicable.After a CI is selected, you can click

The group to work on this incident. If left blank, the incident is

The user of the assignment group to work on this incident. If

Change Request Information on any related change request. Best Practice

Resolution code Document how an incident is resolved. Best Practice

Major Incident Fields and Lists

Overview Summary of the incident. OOB

Identification of Major incident

Related List (in addition to the previous related lists)

Set Contact type Mandatory

Include the parent field, leave it optional

Make Category field as a mandatory field

Subcategory field should be a mandatory field in all

Configuration Item to be mandatory field in

Make Impact field a mandatory field

1. Auto populate assignment group with Business

Make Description a mandatory field

Make Work notes mandatory on ALL saves,

Make Resolution Code mandatory field when the

Make Resolution Notes mandatory field when

Set resolved field read-only and auto populate it

Y All states Y Closed, Cancelled

Closed (Category only), Canceled

Y NONE Y Closed, Cancelled

N NONE Y Closed, Cancelled

Y NONE Y Closed, Cancelled

Y NONE Y Closed, Cancelled

N When priority changes Y Closed, Cancelled

N NONE Y Closed, Cancelled

N NONE Y All states

N NONE Y All states

N N/A N/A N/A

N N/A N/A N/A

N NONE Y All states but Resolved

N NONE Y All states but Resolved

N NONE Y All states but Resolved

N NONE Y all states

N NONE Y all states

N NONE Y all states

N NONE Y all states

N N/A N/A N/A

N N/A N/A N/A

NONE See 'Choice Fields' contact_type String (40 char)

NONE N/A parent Ref(task)

NONE N/A caller_id Ref(sys_user)

NONE N/A cmdb_ci Ref(cmdb_ci)

1 - New See 'Choice Fields' state Integer

None See 'Choice Fields' hold_reason Integer

NONE N/A assignment_group Ref(sys_user_group)

NONE N/A assigned_to Ref(sys_user)

NONE N/A watch_list List(sys_user)

NONE N/A work_notes_list List(sys_user)

NONE N/A comments Journal Input

NONE N/A work_notes Journal Input

NONE N/A rfc Ref(change_request)

NONE N/A caused_by Ref(change_request)

0 N/A knowledge True/False

None See Choice Fields close_code String(40 char)

NONE N/A close_notes String(4000 char)

NONE N/A resolved_by Ref(sys_user)