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Dates and Times
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Custom Fields
A list of adapter types.
Additional customer contact details (e.g. support engineer).
If incident reported to the Call Centre then 1 (Yes), otherwise 0 (No)
Summary of calls.
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The opened data/time assigned by the customer (Eastern Time).
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The fix date assigned by the customer (Eastern Time).
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The resolution date assigned by the customer (Eastern Time).
Customer prioritization level to assist with scheduling.
The initial priority assigned by the customer.
This field MUST be the same value as Security Level.
Name, Email and Contact Number
Name, Email and Contact Number (if different from the originator of the incident).
The time in hours the environment was not fully available. Partial hours entered as rounded decimal (e.g. 10 minutes is 0.17)
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The date/time the environment was made available (Eastern Time).
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Date of First Response indexes the date of the first comment added to the case that is not made by the reporter.
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The date/time of the assignee's response to the reporter (Eastern Time).
Links to internal JIRA reports.
Post Mortem report data covering preliminary, Interim root cause analysis and final details.
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The Post Mortem report's date/time of issue (Eastern Time).
The proposed priority for the incident.
Identify documents and topic which require updates.
Release Notes Reference



Release notes update required yes or no? If yes, describe.
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The date/time that the incident was received (Eastern Time).
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The date/time that a resolution was provided for the incident (Eastern Time).
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The deadline date for the resolution of the incident (Eastern Time). Equivalent to "Request Received" plus the appropriate service level (SLA/SLO).
Indicates whether the incident's response time (the difference between "Initial Response" and "Request Received") met the appropriate service level (SLA/SLO).
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The deadline date for the restoration of the incident (Eastern Time). Equivalent to "Request Received" plus the appropriate service level (SLA/SLO).
Name, Email and Contact Number
Name, Email and contact number.
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When a resolution to the incident will be tentatively provided. It may differ from the assigned fix version's date.

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