| \n\nIncident\n\n |
| \n\nShort description\n\n | \n\nBrief description of the incident.\n\n |
| \n\nDescription\n\n | \n\nDetailed explanation of the incident.\n\n |
| \n\nNumber\n\n | \n\nAuto-generated unique number to identify the incident record.\n\n |
| \n\nCaller\n\n | \n\nUser who contacted you with an issue. Begin typing the first name of the caller to select from a list of matching names, or look up and select the user.\n\n |
| \n\nLocation\n\n | \n\nLocation of the caller.\n\n |
| \n\nChannel\n\n | \n\nMode of communication taken by the user to create the incident.\n\n |
| \n\nState\n\n | \n\nDifferent states through which the incident proceeds during its life cycle.\n\n |
| \n\nImpact\n\n | \n\nThe effect of an incident, problem, or change on the business processes.\n\n |
| \n\nUrgency\n\n | \n\nHow long the resolution can be delayed until an incident, problem, or change has a significant business impact.\n\n |
| \n\nPriority\n\n | \n\nHow quickly the service desk should address the task. Priority is based on impact and urgency.\n\n |
| \n\nImpact\n\n |
| \n\nService\n\n | \n\nBusiness service that is affected.\n\n |
| \n\nConfiguration item\n\n | \n\nConfiguration item that is affected.\n\n |
| \n\nService Offering\n\n | \n\nConsists of one or more service commitments that uniquely define the level of service in terms of availability, scope, pricing, and packaging options. Service offering enables you to receive different features and their levels of performance for a given service.\n\n |
| \n\nBusiness impact\n\n | \n\nImpact of the incident.\n\n |
| \n\nAssignment\n\n |
| \n\nAssignment group\n\n | \n\nGroup to work on this incident. If you do not provide a value, the incident is automatically assigned based on assignment rules.\n\n |
| \n\nAssigned to\n\n | \n\nThe user to work on this incident. **Note:** If the **Assignment group** changes, the **Assigned to** field is cleared.\n\n |
| \n\nNotes\n\n |
| \n\nAdditional comments \\(Customer visible\\)\n\n | \n\nMore information about the issue as needed. All users who can view incidents can also see additional comments.\n\n |
| \n\nWork notes\n\n | \n\nInformation about how to resolve the incident or steps taken to resolve it, if applicable.\n\n |
| \n\nRelated Records\n\n |
| \n\nParent Incident\n\n | \n\nAssociated parent incident that makes the current incident a child incident. **Note:** When the parent incident is resolved, the child incident is also marked as resolved.\n\n |
| \n\nProblem\n\n | \n\nAny related problem record.\n\n |
| \n\nChange Request\n\n | \n\nAny related change request.\n\n |
| \n\nCaused by Change\n\n | \n\nAssociated change request that prompted the creation of the incident.\n\n |
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