The Common Incident document is an XML schema that contains default fields for mapping incident form values from one system to another. The common incident format mirrors what one would see in an ITIL view of an Incident form with related lists expressed in embedded XML form.
A sample Common Incident looks like this:
<common_incident>
<action />
<active />
<activity_due />
<additional_assignee_list />
<affected_cis>
<affected_ci>
<ci_class />
<ci_name />
<ci_id />
</affected_ci>
</affected_cis>
<approval />
<approval_history />
<approval_set />
<assigned_to_name />
<assigned_to_email />
<assignment_group_name />
<assignment_groups>
<assignment_group>
<email />
<manager />
<manager_email/>
<name />
</assignment_group>
</assignment_groups>
<attachments>
<attachment>
<data />
<size_bytes />
<file_name />
<sys_id />
<content_type />
</attachment>
</attachments>
<business_duration />
<business_service_name />
<business_stc />
<calendar_duration />
<calendar_stc />
<callers>
<caller>
<first_name />
<mobile_phone />
<active />
<last_name />
<email />
<location />
<employee_number />
<user_name />
<name />
</caller>
</callers>
<caller_id />
<caller_full_name />
<caller_first_name />
<caller_last_name />
<caller_email />
<category />
<caused_by />
<child_incidents />
<close_code />
<close_notes />
<closed_at />
<closed_by_id />
<closed_by_full_name />
<cmdb_ci_id />
<cmdb_ci_name />
<comments />
<comments_and_work_notes />
<company_id />
<company_name />
<contact_type />
<correlation_display />
<correlation_id />
<delivery_plan_display />
<delivery_task_display />
<description />
<due_date />
<escalation />
<expected_start />
<follow_up />
<group_list />
<impact />
<incident_state />
<knowledge />
<location_id />
<location_name />
<made_sla />
<notify />
<number />
<opened_at />
<opened_by_id />
<opened_by_full_name />
<opened_by_email />
<order />
<parent_id />
<parent_incident_number />
<priority />
<problem_id />
<problem_number />
<provider />
<reassignment_count />
<reopen_count />
<resolved_at />
<resolved_by_id />
<resolved_by_full_name />
<resolved_by_email />
<rfc_id />
<rfc_display />
<severity />
<short_description />
<sla_due />
<state />
<subcategory />
<time_worked />
<urgency />
<variables />
<watch_list />
<work_end />
<work_notes />
<work_start />
</common_incident>
Embedded records
Embedded records are fields in the Common Incident document that cannot be mapped by singular values. Instead, they are entirely different records included inside the Common Incident document to be created on the subscribing system.
The following are examples of the embedded records in Common Incident:
Configuration Item's Affected Embedded Record
The CI affected field in the Common Incident is an embedded record that, when populated, will create a new ci affected on the system receiving the Common Incident.
| Table Map Source Field | Definition |
|---|---|
| ci_class | Class name of the configuration item |
| ci_name | Name of the configuration item |
| ci_id | Unique record identifier of the configuration item |
Assignment Group Embedded Record
The assignment group field in the Common Incident is an embedded record that, when populated, will create a new assignment group on the system receiving the Common Incident.
| Table Map Source Field | Definition |
|---|---|
| Email that represents the assignment group | |
| manager | Manager of the assignment group |
| manager_email | Manager's email of the assignment group |
| name | Name of the assignment group |
Attachment Embedded Record
The attachment field in the Common Incident is an embedded record that, when populated, will create a new attachment on the system receiving the Common Incident.
| Table Map Source Field | Definition |
|---|---|
| data | Attachment data in an encoded string format |
| size_bytes | Measurement of how much the attachment data contains |
| file_name | Name of the attached file |
| sys_id | Unique record identifier of the attachment |
| content_type | Attachments content type (i.e jpeg, png, txt, etc.) |
Caller Embedded Record
The caller field in the Common Incident is an embedded record that, when populated, will create a new caller on the system receiving the Common Incident.
| Table Map Source Field | Definition |
|---|---|
| first_name | First name of caller |
| mobile_phone | Phone number of caller |
| active | Represents if the caller record is active or not |
| last_name | Last name of caller |
| Email address of caller | |
| location | Location of caller |
| employee_number | Employee number of caller |
| user_name | User name of caller |
| name | Full name of caller |
