Incident Data Object

Purpose

The Incident data object hosts and manages Incident data and the lifecycle of the Incident.

Key Attributes

The Incident data object shall have the following key data attributes:

  • Id: unique identifier of the Incident

  • Title: title of the Incident

  • Category: aids in determining assignment and prioritization

  • Subcategory: second level of categorization, following the Category attribute

  • Status: current stage in the lifecycle of an Incident

  • Status Time: time stamp for the Status attribute

  • Outage Start Time: time stamp for the start of service downtime

  • Outage End Time: time stamp for the end of service downtime

  • Severity: severity of the Incident

  • Priority: priority of fixing the Incident

  • Description: description of the Incident

  • Assigned To: group or person that is assigned to fix the Incident

Key Data Object Relationships

The Incident data object shall maintain the following relationships:

  • Interaction to Incident (1: n): provides the interface for consumers to submit their own Incidents or break-fix requests

  • Incident to Problem (n:m): connection between Incidents that are converted to Problems to permanently address severe/repeating Incidents

  • Incident to Knowledge Item (n:m): connection between Incidents and the Knowledge Items used for their resolution

  • Incident to Runbook (n:m): an Incident is related to one or more Runbooks used to resolve the Incident

  • Incident to Change (1:n): connecting emergency Changes to Incidents for remediation

  • Incident to Actual Product Instance (n:m): Actual Product Instance to which the Incident is associated, and of which it is usually the main subject

  • Incident to Service Contract (n:m): the service level which applies to an Incident is dependent on the related Service Contract(s)

  • Event to Incident (n:m): enables the connection between Incidents and Events and supports the integration lifecycle between them

  • Incident to Incident (n:m): several reported Incidents can be related to the same issue and will then be linked