ITIL - Incident Record
This is what the template looks like as a data form.
{
"id": "evolu.software-incident-record",
"name": "Incident Record",
"description": "",
"metadata": {
"created": "2021-01-01T01:01:01.000+0000",
"updated": "2023-03-24T01:01:01.000+0000",
"creator": {
"id": "evolu.software"
},
"updater": {
"id": "evolu.software"
},
"template": {
"id": "${cid}-${tid}-${yyyy-mm-dd}",
"name": "Incident Record ${cid} ${yyyy-mm-dd}"
},
"version": 4
},
"section": [
{
"id": "general-incident-information",
"name": "General Incident Information",
"description": "",
"field": [
{
"id": "date",
"name": "Date",
"description": "Date and time of the incident"
},
{
"id": "source",
"description": "How was the incident brought to our attention?",
"name": "Source"
},
{
"id": "status",
"description": "",
"name": "Status"
},
{
"id": "agent",
"description": "",
"name": "Service Desk agent"
},
{
"id": "reporter",
"description": "",
"name": "Reporter"
},
{
"id": "callback-method",
"description": "How can we reach the reporter?",
"name": "Callback method"
}
]
},
{
"id": "symptoms",
"description": "",
"name": "Description of symptoms",
"field": [
{
"id": "description",
"description": "Affected users, locations and/or business areas",
"name": "Description"
},
{
"id": "affected-services",
"description": "",
"name": "Affected service(s)"
},
{
"id": "score",
"name": "Priority Score",
"description": ""
},
{
"id": "impact",
"name": "Impact",
"description": ""
},
{
"id": "urgency",
"name": "Urgency",
"description": ""
},
{
"id": "related-cis",
"description": "Primary Configuration Items (CIs) affected by the Incident",
"name": "Related CIs"
},
{
"id": "category",
"description": "",
"name": "Incident category"
},
{
"id": "related-incident-records",
"description": "If a similar outstanding Incident exists, to which the new Incident is able to be attributed",
"name": "Related Incident Records"
},
{
"id": "related-problem-records",
"description": "If any outstanding Problems exist, to which the new Incident is able to be attributed",
"name": "Related Problem Records"
}
]
},
{
"id": "conclusion",
"description": "",
"name": "Conclusion",
"field": [
{
"id": "solution",
"description": "",
"name": "Solution"
},
{
"id": "identified-problems",
"description": "If the Incident is likely to recur and preventive action is necessary",
"name": "Identified Problems"
},
{
"id": "customer-feedback",
"description": "Is the Incident resolved from the customer’s/user’s point of view?",
"name": "Customer feedback"
}
]
}
],
"data": {
"date": {
"type": "datetime",
"value": ""
},
"source": {
"type": "select-single",
"allowedValues": [
{
"id": "Email",
"name": "Email",
"lozenge": {
"appearance": "removed",
"bold": true
}
},
{
"id": "Telephone",
"name": "Telephone",
"lozenge": {
"appearance": "moved",
"bold": true
}
},
{
"id": "monitoring",
"name": "Event monitoring system",
"lozenge": {
"appearance": "success",
"bold": true
}
},
{
"id": "portal",
"name": "Intranet portal",
"lozenge": {
"appearance": "success",
"bold": false
}
}
],
"value": {}
},
"status": {
"type": "select-single",
"allowedValues": [
{
"name": "Open",
"lozenge": {
"appearance": "default",
"bold": true
}
},
{
"name": "In Progress",
"lozenge": {
"appearance": "inprogress",
"bold": true
}
},
{
"name": "Done",
"lozenge": {
"appearance": "success",
"bold": true
}
}
],
"value": {}
},
"agent": {
"type": "user-single",
"value": ""
},
"reporter": {
"type": "user-single",
"value": ""
},
"callback-method": {
"type": "text",
"value": ""
},
"description": {
"type": "markdown",
"value": ""
},
"affected-services": {
"type": "link",
"value": "",
"config": {
"ctype": "current",
"templateIds": ["evolu.software-service-entry"]
}
},
"urgency": {
"type": "rating",
"allowedValues": [
{
"name": "Low",
"icon": "dot-green",
"value": 3
},
{
"name": "Medium",
"icon": "dot-yellow",
"value": 2
},
{
"name": "High",
"icon": "dot-red",
"value": 1
}
],
"value": ""
},
"impact": {
"type": "rating",
"allowedValues": [
{
"name": "Low",
"icon": "dot-green",
"value": 3
},
{
"name": "Medium",
"icon": "dot-yellow",
"value": 2
},
{
"name": "High",
"icon": "dot-red",
"value": 1
}
],
"value": ""
},
"score": {
"type": "calculated",
"value": "",
"config": {
"calc": "urgency impact *"
}
},
"related-cis": {
"type": "text",
"value": ""
},
"category": {
"type": "markdown",
"value": ""
},
"related-incident-records": {
"type": "text",
"value": ""
},
"related-problem-records": {
"type": "text",
"value": ""
},
"related issue": {
"type": "text",
"value": ""
},
"identified-problems": {
"type": "markdown",
"value": ""
},
"solution": {
"type": "markdown",
"value": ""
},
"customer-feedback": {
"type": "markdown",
"value": ""
}
}
}