Field Descriptions for Incident Management

A knowledge base article about Field Descriptions for Incident Management provided by the UC Berkeley IT Service Hub - Knowledge Portal

Caller: Name of the person who is reporting the incident. This is linked to their record.
  • If you misspell the name or the name is not found in the Campus directory, the bottom of the form field will change to a red dashed line, indicating it is not valid against the directory.
  • You can search by:
    • Full Name (including middle name)
    • Last Name
    • First Name
    • Last Name, First Name
    • CalNet Email (which is the CalNet ID for most users)
    • Employee ID Number
Phone: Filled with LDAP information if available. Can edit to add phone number tied to the ticket.
 
Location: The building where the caller is located. The building must be a building already in ServiceNow. Buildings are constantly being added, so please feel free to search for a building using any known alias while the building database is being built up.
 
Category: Type of request the caller is making
  • Examples: Service Interruption; Service Request; Information Request

Subcategory: More detailed information about the category. Only available for certain categories.

  • Example: Service Request -‐‐> Equipment
Configuration Item: The tool or business service related to the incident. This is the specific thing you are working with.
 
Category & Subcategory:
  • Service Interruption: Limited or not access to a service. Example: “Something worked yesterday and it doesn’t work today.”
    • Security: Limited due to security constraints on the user
    • Error: Limited due to an application error or unexpected behavior
    • Performance: All functions available, but slow.
    • Outage: Unavailable for the user.
  • Service Request: Request for a new service or object. Example: “I need something new.”
    • Equipment: Request for a new physical piece of equipment/hardware/software.
    • New Service: Request for a new service.
    • Account Change: Request to change a service that the customer is permitted to access.
  • Information Request: Request for information.
  • How-To: Walk through for the user.o Feedback: Improvement information for any campus service and/or tool.
  • SPAM

Impact:

  • 1 – High: May be unable to complete a task due to the issue.
  • 2 – Medium: Can complete the task, but it is inconvenient.
  • 3 - Low: Can complete the task with little impact.
Urgency:
  • 1 – High: Must be done as soon as possible.
  • 2 – Medium: Can wait if needed, but sooner is better.
  • 3 – Low: Little to no time constraint.
Priority (REQUIRED; Planning is Default):
  • 1 – Critical: Affects all of campus/department/building or VIP 
  • 2 – High: Affects a majority of campus/department/building.
  • 3 – Medium: Affects multiple users.
  • 4 – Low: Affects a single user.
  • 5 – Planning: Does not directly impact customers, so can be done when time allows.

See also "Impact Urgency and Priority Guide"

Short Description (REQUIRED): A quick, one sentence description of the particular incident.  Limited to 80 characters. Included in Subject Line of automated customer emails.