Common Incident

The Common Incident document is an XML schema that contains default fields for mapping incident form 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 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. For example, 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.