--- title: "Incidents (INC) User Manual" slug: "incidents-inc-user-manual-131" updated: 2022-11-10T06:47:49Z published: 2022-11-10T06:47:49Z canonical: "helpfiles.fybsoftware.com.au/incidents-inc-user-manual-131" --- > ## Documentation Index > Fetch the complete documentation index at: https://helpfiles.fybsoftware.com.au/llms.txt > Use this file to discover all available pages before exploring further. # Incidents (INC) User Manual ## INCIDENT REQUEST SETTINGS ### OVERVIEW The Incident Request Settings allow for the configuration of multiple Incident Categories from Service Now to capture selected INCs from Service Now to be populated into Content Manager. WARNING The following instructions are specific to configuring INCs within Service2CM. ### CONFIGURING A NEW INC CATEGORY To create a new INC for Service2CM to poll, complete the following steps: 1. Click on the **Request Tab** in the Service2CM interface ![2021-06-15_10-30-59.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-06-15_10-30-59.jpg) 2. The **Request Menu** will load as follows ![2021-06-15_10-34-19.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-06-15_10-34-19.jpg) 3. Click on the **Configure New INC Type** button ![2021-01-05_12-01-40.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_12-01-40.jpg) 4. The INC configuration page will load as follows ![2021-01-05_12-04-38.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_12-04-38.jpg) 5. Fill out all the data you would like to do when polling for INCs in Service Now. Please see the fields below for further information on what can be configured. 6. Click Save ![2020-12-24_16-36-53.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2020-12-24_16-36-53.jpg) Note If the form utilised uses reference type or look up select boxes form variables. You must have the lookup field tag enabled on the form variable as this will provide Service2CM with the correct path to obtain the display value data to the correct table. ![2020-12-24_17-10-16.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2020-12-24_17-10-16.jpg) #### INC CATEGORY Click on the **INC Category** dropdown, select an Incident Category. You can search for a category by typing in the dropdown. ![2021-01-05_12-15-45.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_12-15-45.jpg) The INC Category is the category item within Service Now. The INC type will be prepopulated with all category items that can be captured by Service2CM. #### INC SUBCATEGORY Click on the **INC Subcategory** dropdown, select an Incident Subcategory. You can search for a subcategory by typing in the dropdown. ![2021-01-05_12-16-15.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_12-16-15.jpg) The INC Category is the subcategory item within Service Now. The INC type will be prepopulated with all subcategory items that can be captured by Service2CM. #### RECORD CRITERIA QUERY The Record Criteria Query is the search criteria of the Service Now API call sent to Service Now to obtain the INC data. Note **api/now/table/incident?sysparam_query=** must be added to the start of the query. This will search for records on the incident table. The **search query** is to be added **after** the **=**. To create a search query please complete the following steps: 1. Navigate to the **Service Now Instance** > **Incidents** (or the table you wish to obtain records from) ![2021-01-05_12-17-45.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_12-17-45.jpg) 2. Click on the **Filter** button and a set of dropdowns will appear below. 3. Use the dropdowns to create a search to obtain the records you wish to find ![2021-01-05_12-19-05.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_12-19-05.jpg) Note It is recommended add **Category and Subcategory filtering"** to your search query as this will refine your search specifically for the request item type you require. 1. Click on the **Run** button on the desired search when complete ![2021-01-05_10-59-16.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_10-59-16.jpg) 2. Right-click on the **end of the query** created and Click **Copy query** ![2021-01-05_12-20-59.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_12-20-59.jpg) 3. Navigate in **Service Now** to **REST API Explorer** (This is where the API call is configured) ![2021-01-05_11-01-29.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_11-01-29.jpg) ![2021-06-29_8-59-59.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-06-29_8-59-59.jpg) 4. The REST API Explorer settings are to be set to **Retrieve Records from a table (GET).** ![2021-01-05_11-04-38.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_11-04-38.jpg) Ensure the table name is set to **incident** to capture INCs ![2021-01-22_14-39-38.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-22_14-39-38.jpg) 1. Paste the query into **sysparm_query** 2. Type **true** into **sysparam_display_value** 3. Type **true** into **exclude_reference_link** ![2021-01-05_11-07-20.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_11-07-20.jpg) 1. Click on the **Send** button ![2021-01-05_11-08-03.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_11-08-03.jpg) 2. Scroll down to **Request > HTTP Method / URI** 3. Copy the highlighted section of the URL ![2021-02-12_10-11-59.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-02-12_10-11-59.jpg) Warning Do not include **&sysparm_limit=1** in the query as this will allow for only **one** record to be returned. Note Scrolling down to the **Response Body** section will give an indication to which records will be returned from the search provided. 1. Paste the highlighted query into the **Record Criteria Query** in Service2CM ![2021-01-05_12-22-00.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_12-22-00.jpg) #### CONTENT MANAGER RECORD TITLE The Content Manager Record title is the titling convention that all INCs stored in Content Manager of the selected INC Category. Service Now metadata can be used within the Record Title by adding placeholders into the title field. All metadata is obtained from the INC form fields and form variables. Refer to CONFIGURING PLACEHOLDERS for more information on creating placeholders. #### CONTAINER SEARCH STRING The Container Search String determines which container INCs records are to be stored into Content Manager. The Container Search String requires a Content Manager search in the format of a string. ![2021-01-05_11-12-14.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_11-12-14.jpg) Containers that are **static** (All records go into the same container), the following search string can be used: *uri:[container URI]* **Dynamic** containers can use the ServiceNow placeholders to add in Service Now field values to assist in creating a dynamic search string. For example, using the Employee Number Service Now field, the value from this field can be used within the container and attachment search string to assist with finding the correct Employee container in Content Manager. ![2021-06-23_12-34-28.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-06-23_12-34-28.jpg) **Example Container Search String**: containerEx:[default:EMP/{EMPLOYEE_NUMBER} and title:Payroll] and title:Employee Payroll ### ALTERNATIVELY CONTAIN ATTACHMENTS By default, all attachments found for the INC will be contained on the record in Content Manager. If it is desired that the attachments should be alternatively contained on the INC in Content Manager, enable this option. Upon enabling, please select an attachments container search string #### ATTACHMENTS CONTAINER SEARCH STRING ![2021-01-05_11-30-38.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_11-30-38.jpg) The Attachments Container Search String determines which container INC attachment records are to be stored into Content Manager. This functionality works the same way as the Container Search String, please see section for configuration. #### SET INC STATE ON SUCCESS ![2021-01-05_12-24-47.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_12-24-47.jpg) To indicate when an INC has been successful in its transfer to Content Manager, the INC's state can be updated to a new state to indicate a successful transfer has occurred. If the INC still contains additional workflow a custom state will allow for it to process to the next stage (i.e., Transfer Complete), if Closed Complete is not suitable. #### SET INC STATE ON FAILURE ![2021-01-05_12-24-10.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_12-24-10.jpg) To indicate when an INC has been unsuccessful in its transfer to Content Manager, the INC's state can be updated to a new state to indicate a failure has occurred. This is an alternative to using the Catalog Task if you wish for the INC’s state to be updated. It is recommended that custom states are added to the forms you wish to work with that have their own unique states for the transfer of INCs into Content Manager. This will make it easier to filter within Service Now which INCs have failed to transfer across. #### GENERATE CONTAINER ON INC CREATION ![2021-01-05_12-26-00.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_12-26-00.jpg) When a new INC is created in Content Manager a new Container can be created to house the INC. ![2021-06-28_17-27-21.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-06-28_17-27-21.jpg) This container can be housed on its own (if the containment level is correctly specified) or can be used in conjunction with the containment search string. If the containment search string AND generate container on INC creation, this will allow for the newly generated container to be housed within the folder found from within the search string. #### CAPTURING METADATA INTO THE PDF TEMPLATE Metadata can be captured in the PDF template from both form fields and form variables on the INC. The PDF template is completely customisable. Using the placeholders, Service2CM will populate the placeholders when a valid value is returned. Placeholders can be used in tables, or even within paragraphs of text. ![2021-01-22_15-08-34.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-22_15-08-34.jpg) The naming convention for the PDF template is also configurable. Refer to CONFIGURING PLACEHOLDERS for more information on creating placeholders. #### SET ATTACHMENT FILE NAME ![2021-01-05_11-17-00.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_11-17-00.jpg) Attachments that are stored on the INC have the option to provide a unique naming convention for each INC. If this option is toggled off, Service2CM will use the attachment's actual file name as the attachment record's title in Content Manager. Placeholders can be used for adding metadata from the form fields and variables of the INC apart of the attachment file name. Refer to CONFIGURING PLACEHOLDERS for more information on creating placeholders. Note To declare a placeholder within the template, Use the metadata's name in capital letters, replacing spaces with _ and surrounded in { } brackets, **Example:** - {ITEM} - {SHORT_DESCRIPTION} **{SEQ_NUM}** is the sequential number placeholder which will add a number sequence to each attachment created. ![2021-01-05_11-25-59.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_11-25-59.jpg) #### STORE INC METADATA FIELDS ON CONTENT MANAGER RECORD If this feature is to be used, additional fields created must be created for the specified Service Now property. If the **Store INC Metadata on Content Manager Record** is enabled the **Metadata fields table** will appear. ![2021-01-05_13-39-16.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_13-39-16%281%29.jpg) 1. Using the **Service Now Properties** dropdown, select the metadata property to capture ![2021-01-05_11-34-10.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_11-34-10.jpg) 2. Using the **Content Manager Fields** dropdown, select the matching Content Manager Additional Field ![2021-01-05_11-34-46.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_11-34-46.jpg) 3. Click on the **Add** button to add the metadata field association ![2021-01-05_11-35-25.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_11-35-25.jpg) 4. The associated fields will be added to the table ![2021-02-12_11-34-27.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-02-12_11-34-27.jpg) To delete an association, click **Delete** (rubbish bin icon) button to remove it from the table ![2021-02-12_11-35-05.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-02-12_11-35-05.jpg) 1. Click on the **Save** button ![2020-12-24_16-36-53.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2020-12-24_16-36-53%282%29.jpg) ### CONFIGURING PLACEHOLDERS #### FORM FIELDS AND VARIABLES PLACEHOLDERS To declare a placeholder, use the form field name in capital letters, replacing spaces with _ and surrounded in { } brackets, Example: - {ITEM} - {SHORT_DESCRIPTION} - {SUGGESTED_APPLICATION_PROCESS} The **REST API Explorer** can also assist in displaying what information is returned from a INC. The **Response Body** will display what the placeholder names used are. Service2CM uses the same placeholder names. Ensure to place all placeholders in { } and written in capital letters. Please note that form fields and variables can sometimes have a slightly different name to their display name. Using the REST API Explorer will assist in obtaining to correct placeholder name, as Service2CM will use the API call name field name (refer to the image below). ![2021-01-20_14-58-02.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-20_14-58-02.jpg)