Incident Fields Reference

What lands on the Incident record after a successful POST.

Fields Populated

Field	Populated?	Source
number	auto	ServiceNow assigns
sys_id	auto	ServiceNow assigns, returned to RHACS
short_description	yes	"ACS policy violation: <name> (<severity>)"
description	yes	Multi-line summary (see Handler Script Reference)
urgency	yes	Mapped from severity
impact	yes	Mapped from severity
priority	derived	Computed by ServiceNow from urgency × impact
caller_id	integration user	ACL default — the authenticated webhook caller
assignment_group	no	Add with an Assignment Rule or extend the handler
comments / work_notes	no	Optional extension (see Activity stream visibility)
u_acs_* custom fields	no	Only if you extend the handler and add the custom fields to the table

Form-View Gotcha: Description Missing

description is set on the record but may not render on the form you open.

Root cause: the Self Service form view often omits the Description field. Field exists on the record, but not on the view.

Fix once per form view, not per Incident:

1. Open an Incident
2. Configure → Form Layout (or Configure → Form Design)
3. Add Description to the Selected column
4. Save

Verify with: open the record in List View → hamburger → Personalize List Columns and confirm Description renders.

Activity Stream Visibility

description is static on the form. If your operators rely on the Activity stream, populate one of these:

Field	Who sees it
comments	Customer-visible, Activity stream
work_notes	Internal, Activity stream

Extension snippet (paste below the existing description set):

// Mirror description into work_notes for Activity stream visibility
incident.setValue("work_notes", description);

Pick comments instead if your process expects requester-facing updates.

Priority Matrix Reference

ServiceNow default priority matrix (urgency × impact):

urgency \ impact	1 High	2 Med	3 Low
1 High	1 Crit	2 High	3 Mod
2 Med	2 High	3 Mod	4 Low
3 Low	3 Mod	4 Low	5 Plan

If your instance customized this matrix, verify mapping before treating the severity switch in the handler as authoritative. See Severity Mapping Use Case.

Extending The Field Set

Cleanest extension order:

1. Add custom fields to the incident table (u_acs_cluster, u_acs_namespace, u_acs_policy, u_acs_pod)
2. Add them to the relevant form view
3. Extend the handler to setValue them

Do not stuff more data into description as your only change — once you need to filter or report by cluster/namespace, free-text is the wrong shape.