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_tos>
		<assigned_to>
   			<email />
    		<first_name />
    		<last_name />
    		<user_name />
		</assigned_to>
	</assigned_tos>
    <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 />
	<closed_bys>
        <closed_by>
            <email />
            <first_name />
            <user_name />
            <last_name />
        </closed_by>
    </closed_bys>
    <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 />
	<opened_bys>
		<email />
		<user_name />
		<first_name />
		<last_name />
	</opened_bys>
    <order />
    <parent_id />
    <parent_incident_number />
    <priority />
    <problem_id />
    <problem_number />
    <provider />
    <reassignment_count />
    <reopen_count />
    <resolved_at />
    <resolved_by />
	<resolved_bys>
		<email />
		<user_name />
		<first_name />
		<last_name />
	<resolved_bys/>
    <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 FieldDefinition
ci_classClass name of the configuration item
ci_nameName of the configuration item
ci_idUnique 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 FieldDefinition
emailEmail that represents the assignment group
managerManager of the assignment group
manager_emailManager's email address of the assignment group
nameName of the assignment group

Assigned To Embedded Record 


The assigned to field in the Common Incident is an embedded record that, when populated, will create a new assigned to user on the system receiving the Common Incident.

Table Map Source FieldDefinition
emailEmail address of user
first_nameFirst name of user 
last_nameLast name of user 
user_nameUser name of user

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 FieldDefinition
dataAttachment data in an encoded string format
size_bytesMeasurement of how much the attachment data contains
file_nameName of the attached file 
sys_idUnique record identifier of the attachment
content_typeAttachments 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 FieldDefinition
first_nameFirst name of caller
mobile_phonePhone number of caller 
activeRepresents if the caller record is active or not
last_nameLast name of caller
emailEmail address of caller 
locationLocation of caller 
employee_numberEmployee number of caller 
user_nameUser name of caller 
nameFull name of caller 

Opened By Embedded Record 


The opened by field in the Common Incident is an embedded record that, when populated, will create a new opened by user on the system receiving the Common Incident.

Table Map Source FieldDefinition
emailEmail address of user 
first_nameFirst name of user 
last_nameLast name of user 
user_nameUser name of user

Resolved By Embedded Record 


The resolved by field in the Common Incident is an embedded record that, when populated, will create a new opened by user on the system receiving the Common Incident.

Table Map Source FieldDefinition
emailEmail address of user 
first_nameFirst name of user 
last_nameLast name of user 
user_nameUser name of user


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