Reference section for Incident Management

Reference sections provide additional information about components installed with Incident Management.

For information about incident routing and feedback, see the Exploring Incident Management.

To track the KB articles that were used to resolve incidents, use the Knowledge related list on the Incident form. For more information, see Create a knowledge article from an incident using an article template.

Domain separation and Incident Management
Domain separation is supported in Incident Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Incident Management data model
Learn about the Incident Management application by viewing the data model diagram. This diagram shows the relationships between the tables within the application and provides an overall picture of how the Incident Management application operates.
Incident Management plugins
Many of the Incident Management plugins are activated in the base system. Others, you can activate when you are ready to use them. Some plugins include demo data.
Features of enhanced security model adoption for incident tables
Help prevent unauthorized access to incident-related tables using Deny-Unless ACLs. A Deny-Unless authentication ACL restricts access for a non-authenticated user.
Incident Management integrations
Users of an incident management solution need to have access to a multitude of features so that they can address specific challenges directly. Incident Management integrations aims to fully integrate and automate your incident response system.