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Query Fields:
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A list of adapter types.
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Additional customer contact details (e.g. support engineer).
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If incident reported to the Call Centre then 1 (Yes), otherwise 0 (No)
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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).
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Customer prioritization level to assist with scheduling.
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The initial priority assigned by the customer.
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This field MUST be the same value as Security Level.
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Name, Email and Contact Number
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Name, Email and Contact Number (if different from the originator of the incident).
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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).
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Links to internal JIRA reports.
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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).
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The proposed priority for the incident.
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Identify documents and topic which require updates.
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Release Notes Reference
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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).
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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).
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Name, Email and Contact Number
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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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