Incident One-Step Actions
CSM provides the following default Incident One-Step Actions:
| One-Step Actions | Description/Actions | Associations | Executed From |
| Status | |||
| Alt 1 Step from Relationship | Conditionally change the Incident Status to next logical Status (defined by the Incident Status values in Table Management) and/or initiate the next appropriate One-Step Action: |
Incident
|
Incident Form: Next: <Status>
|
| Alt 2 Step from Relationship | |||
| Next Step from Relationship | |||
| Form | |||
| Ownership | |||
| Assign to ANY Individual |
Prompts the User to assign the record to any CSM User (not limited by Team). Uses Owned By ID and Owned By Team fields. Changes the Incident Status from New to Assigned. |
Incident | Incident Form: Assign To link |
| Assign to Individual |
Launches the Choose Team window, where a User can choose an Owned By Team for the record; then, launches the Choose User window, where a User can choose a Primary User from the already-selected Team. Changes the Incident Status from New to Assigned. |
Incident | Incident Form: Owned By link |
| Assign to Team |
Launches the Choose Team window, where a User can choose an Owned By Team for the record. |
Incident | Incident Form: Owned By Team: link |
| Take Ownership |
Makes the Current User the Primary User of the record. Changes the Incident Status from New to Assigned. |
Incident | Incident Form: Take Ownership link (I Want To section) |
| Other | |||
| Date Time Stamps Popup | Displays details for all the date/timestamps to give a historical view of the Incident. | Incident | Incident Form: View Detailed Date/Time Information link (I Want To section) |
| Link or Unlink to Major Incident |
Links the current Incident to an existing Major Incident specified in the User prompt. If the current Incident is already linked to a Major Incident, removes the link. Use to create a relationship between Incident(s) and a Major Incident. When a Major Incident is Resolved, you can also resolve all of the Incidents linked to it (see the Major Incident - Resolve Linked One-Step Action). |
Incident | Incident Form: Link to Existing Major Incident or Unlink from Major Incident link (I Want To section) |
| Nominate for KB |
Creates a new Knowledge Article (KA) populated with the Description, Categorization, and Solution/Workaround from the Incident. Use to submit information from an Incident Record as a KA to the Knowledge Base. A KA is a separate record with its own workflow. |
Incident |
Incident Form: Submit to Knowledge Base link (I Want To section) Incident form: Submit to Knowledge Base button in Resolution Details (new tab that appears in Form Arrangement when Incident is resolved) Incident form: Nominate for Knowledge Base link in Task Pane under Incident Actions |
| Track Time Against Incident |
Creates a Task time tracking entry and prompts the User for time spent and task completion details. Sets the Task Close Code to Completed. Use to create a Time Log Task to record details and time spent on a Task completed for the Incident. |
Incident | Incident Form: Track Time link (I Want To section) |
| Go to Major Incident | Navigates the User to the Major Incident, when one is linked to the Incident in focus. | Incident | Incident Form: Linked to Major Incident link (I Want To section) |
A full list of One-Steps is beyond the scope of this document. Export a schema document from CSM Administrator () to view a full list of One-Steps associated with a particular type of Business Object.