Common Incident

The Common Incident document is an XML schema that contains default fields for mapping values from one system to another.

A sample Common Incident looks like this:

<common_incident>
   <action />
   <active />
   <activity_due />
   <additional_assignee_list />
   <affected_cis>
      <affected_ci>
         <ci_name />
         <ci_id />
      </affected_ci>      
   </affected_cis>
   <approval />
   <approval_history />
   <approval_set />
   <assigned_to_name />
   <assigned_to_email />
   <assignment_group_name />   
   <attachments>
      <attachment>
         <data />
         <size_bytes />
         <file_name />
         <sys_id />
         <content_type />
      </attachment>
   </attachments>
   <business_duration />
   <business_service_name />
   <business_stc />
   <calendar_duration />
   <calendar_stc />
   <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 that cannot be mapped by singular values and are an entirely different record included inside the Common Incident document.