An event refers to a change of state that has an impact on a service or a configuration item (CI). It is not necessarily related to any malfunctioning. It generates a notification or an alert sent to Service Manager by a monitoring tool.

Click to see the general principles for updating tabs.

Information on the current object, e.g. title and description, urgency and impact, equipment and service associated with the object.

• Update: In this tab.

List of successive actions performed to process the current object displayed in a timeline. They can be actions linked to a step in the workflow (e.g. incident processing), to a task (e.g. reminder for user), to a problem that enabled the solution of the object, actions modifying the target resolution date, e.g. modification of the SLA.
         

Representation		Description
		History of actions The history is displayed in reverse chronological order. To Do section: Actions to be performed. Actions are displayed like standard forms. You can customize these ones and conditional form presentations can be used. Done section: Actions performed and completed. A counter indicates you the number of actions. Click the title of the section to display or hide the actions. You can display the history in a timeline or in a table. Switch to the two modes using the and . Note: You can change the information of a completed action. See the procedure. (1) Click the icon next to the action or click the label of the action to display its details in the sidebar pane. (2) Move the cursor over the icon to display the type of action.
		Different options allow to adjust the size of the timeline. The Compact mode is used to not display actions associated with an action type whose Hidden in the Action History flag is checked. Otherwise all the actions will be displayed. When you select this mode, the history counter indicates you the number of hidden actions. example 3 / 5 ==> It indicates than two actions are hidden. When you do not select this mode, all the actions will be displayed. The history counter indicates you the total number of actions. : Used to expand the timeline and display each action fully. : Used to reduce the timeline.
		History of actions in Timeline mode : Used to return to the history in Table mode. : Used to open the form editor to select the fields displayed in the history. (1) Click the icon next to the action or click the label of the action to display its details in the sidebar pane. (2) Move the cursor over the icon to display the type of action. (3) Move the cursor over the icon to quick view of the contents in the Comment / Description / Solution field. The icon is displayed only if the field contains content.
		History of actions in Table mode : Used to return to the history in Timeline mode. : Used to display the table of the history over the full width of the page. Click to return to standard display. : Used to display the table of the history over the full height of the tab. Click to return to standard display. : Used to open the form editor to select the fields displayed in the history. (1) Click an action to display its details in the sidebar pane. (2) Move the cursor over the icon to quick view of the contents in the Comment / Description / Solution field. The icon is displayed only if the field contains content.
		Wizards (1) Wizards that can be run outside the workflow are found at the top of the tab. example Create Task, Hold/Reopen (2) Wizards specific to an action are found in the list. The three most recently used wizards will appear as buttons, enabling you to access them quickly. example Process this Action, Notify Support Person, Create Related Action

Number: Automatically generated number of the object when it was created.

• To format the number, select Administration > Parameters > Auto-Inc Fields in the menu.

Status: Current status of the current object, automatically updated via the steps of the workflow.

• To display the workflow associated with the object, click ? next to the Status field. Next, click Display Related Information. The current step will be highlighted in red.

Priority: Level used to prioritize the processing of objects with identical SLA target dates/times.

• Priority is automatically calculated based on the urgency and impact of the current object.

Origin: Method by which the current object is reported to the IT Department.

• The default origin can be modified in Other Parameters {SM} Back Office quick call: Default call origin.

Category: Catalog entry associated with the current object, used to run the relevant workflow.

Description: Description of the current object.

Equipment: Asset tag of the equipment concerned by the current object.

• When you create a ticket for a CI associated with a critical level (indicated by  in forms), the urgency level will automatically be decremented by one. This means that the urgency and the priority level increase by one.

CI Name: Configuration item (CI) related to the current object.

• Click  to display the CMDB graph.
• When you create a ticket for a CI associated with a critical level (indicated by  in forms), the urgency level will automatically be decremented by one. This means that the urgency and the priority level increase by one.

Create Task: Used to store the trace of an unplanned action in the processing of the current object.

• An action is automatically generated and completed (end date is specified). It is visible in the history, provided the action type authorizes its display. 

   List of fields

• Outside Calling Number: Identifier of the external application for the task.
• Action Type: List of action types defined for the menu associated with the current object, e.g. Service Operation or Service Transition.
• Date: Date on which the task was created.
• Duration: Duration of the intervention in HH:MM.
• Contact: Name of the user contacted during the intervention.
• Fixed Costs: Cost of the charged back action irrespective of the task duration. By default, this cost is specified for the action type associated with the action.
• Hourly Costs: Cost charged back for each hour spent on the task. By default, this hourly cost is specified for the action type associated with the action.
• Total Hourly Costs: Calculated field = Hourly Costs * Duration.
• Total Costs: Calculated field = Fixed Costs + Total Hourly Costs.
• Calculate Costs: Used to update the Total Hourly Costs and Hourly Costs fields.

Attachments: Used to attach a list of documents to the current object and access the files.

• You can also access them in the Attachments tab.

List of discussions which users can access based on their domain and the visibility of the discussion.

• Enter the keywords you want in the Search field and press Enter. 
• To cancel the search criteria and return to the complete list of discussions, provided you have the relevant rights, click within the box and then click .

Information on the recipient of the current object, e.g. name, function, phone number, email address, location and department.

• Update: Only the recipient and location can be modified in this tab.

List of documents attached to the current object.  See uploading and downloading documents.

List of licenses in the current object.

• When a new license is added, this does not generate a notification or action in the form of the current object.

List of contracts in the current object.

List of configuration items (CI) associated with the current object.

List of incidents related to the current object.