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You can view, or modify the general details of an Incident, maintain user logs and Workgroup logs, establish Parent and Child Relationship, type in additional information as configured by the Administrator, add Partner information and Checklist, and see other related Incidents, or Change Records (CRs).
Note:
You can view/modify Incidents from other Workgroups if you are configured as a Power User.
Select the Incident ID of the Incident that you want to view or update. The basic information about the Incident is displayed in the left column of the INCIDENT ID page (Also see: Various Sections of the Page).
View the Incident details or make the changes, if required. For more information about the fields under the various tabs of the INCIDENT ID page, see Incident Page: Various Tabs and Field Description.
Click SUBMIT to save the changes.
Adding KRs Using Resolved Incidents
You can add the resolved Incidents to the Knowledge Base (KB). When the status of the Incident is changed to Resolved, under the GENERAL tab of the INCIDENT ID page, select the check box, Add to KB. The Incident details are copied to the Knowledge Base as a Knowledge Record (KR). On clicking SUBMIT, a new KNOWLEDGE RECORD page is opened. Validate the details and click SUBMIT. The KR needs to be authorized, approved, and published before it is available to the End Users and the other Analysts (as per specified user access). For more information about the Knowledge Management process, see Knowledge Management.
Figure: INCIDENT DETAIL page: Adding Resolved Incidents to KB
Scheduling Incidents
You can schedule Incidents by specifying the Schedule Date under the GENERAL tab of the INCIDENT ID page. For more information about scheduling Incidents, see GENERAL tab.
Changing Incident Status
The status of the Incident in green color indicates the current status of the Incident. To change the status of the Incident, click the appropriate status, and then click SUBMIT. For information about the various Incident status values, see Incident Status.
Canceling Incidents
You can also cancel the Incident by clicking the CANCELED status on the INCIDENT ID page. This option must be enabled by the Administrator to allow cancellation of Incidents (see: Configuring Incident Management Module). On canceling an Incident, all the Work Orders created for the Incident are also auto-canceled.
Logging Effort
When you are working on an Incident, you can log the time spent in analyzing and resolving the Incident. You can log the time spent on the Incident, Manually or by using the Stop Watch option.
Manually: Click Update under the Efforts section. Fill in the number of Days, Hours, and Minutes spent on the Incident under the COMMUNICATION tab under the PRIVATE LOG section.
USING STOP WATCH: Click Start under the Efforts section while starting the task and then click Stop when you finish working on the Incident. The Effort is automatically calculated.
Various Sections of the Page
This section explains the various sections of the INCIDENT ID page.
Figure: INCIDENT DETAIL page
Section 1
On clicking the down-arrow next to the Incident ID, the following options are available:
Following are the icons in this section that you can use to perform specific actions:
Field
Description
Field
Description
icon
Click this icon to display information about the Caller. You can view general details and additional information about the Caller.
icon
Click this icon to display the Address Book from where you can select the e-mail ids of the users who should get e-mails related to the updates about the Incident.
Figure: ADDRESS BOOK pop-up page
icon
Click this icon to select the notification method (example: E-mail, Phone, Chat, SMS) by which the selected set of users are notified about any updates about the Incident.
Figure: Notification Method pop-up page
icon
Click this icon to view the Caller's asset and link the Incident to an Incident, Change Record, Service Request, Problem Record, Work Order, and so on.
icon
Click this icon to change the Caller of the Incident. Select the Change Caller option and type in the user name in the Change Caller text box. You can also select a user by clicking the Search icon and typing in the user's name in the Search User pop-up.
Figure: Change Caller
icon
Click this icon to view more options.
Figure: Icon tray
icon
Click this icon to view the Category-wise distribution of the Incidents logged by the user. For more information about INCIDENTHISTORY page, see Viewing User Incident History.
icon
Click this icon to request a Remote Desktop Sharing session. For more information about REMOTE DESKTOP SHARING page, see Remote Desktop Sharing.
icon
Click this icon to view the chat history details associated with the Incident. For more information about CHATHISTORY page, see Viewing User Incident History.
This section displays the possible status values of an Incident. The current status of the Incident is indicated with a green highlight color. You can also change the status of the Incident, see Changing Incident Status
Section 5
These are the various tabs available on the INCIDENT ID page.
Note:
The asterisk mark on the tab indicates that there are some mandatory fields, which must be filled in.
The orange color dot on the tab indicates that relevant information is available under the tab.
The numbers on the RELATIONSHIP tab indicates the number of records (Incidents, Service Requests, Change Records, and so on) to which the Incident is related.
The tab for which information is currently displayed on the INCIDENT ID page appears with a green color bar above it.
This section displays the various actions that you can perform on the INCIDENT ID page, see ACTIONS.
Section 7
This section displays information about the Caller of the Incident.
Section 8
This section displays the chat icon. Click to chat with the Caller. For more information, see Chatting with Analysts.
Incident Page: Various Tabs and Field Description
This section describes the fields on the INCIDENT ID page.
You can provide general information about the Incident, such as assigned Workgroups, assigned Analyst , Response Time, ETR (Expected Resolution Time), Solution, and so on under the GENERAL tab.
Figure: GENERAL tab
The following table describes the fields under the GENERAL tab:
Field
Description
Field
Description
CLASSIFICATION
Urgency
Select the Urgencylevel from the list to indicate the Urgency of the Incident.
Priority
Select the Priority from the list to indicate the Priority for the Incident. This drop-down list may be read-only based on the matrix configuration. However, if the Administrator has selected the check box, Allow Workgroup Owner to Edit Priority, you can still edit the Priority of the Incident if you are the Workgroup Owner of the Workgroup to which the Incident belongs to (see: Configuring Incident Management Module).
Impact
Select the Impactfrom the list to indicate the Impact of the Incident.
Classification
Lists the various Classificationsunder which the Incident can be considered for resolution. To select the Classification, click the Search icon. The Classification list page is displayed. You can use the Expand icon to view the sub?classifications in the Classification tree. Select a Classification that you want to associate with the Incident.
Click to clear the field.
Category
Lists the various Categoriesunder which the Incident can be considered for resolution. To select the Category, click the Search icon. The Category list page is displayed. You can use the Expand icon to view the sub?categories in the Categories tree. Select a Category that you want to associate with the Incident.
Select the Workgroup to which you want to associate the Incident.
Schedule Date
Click the Calendar icon to select the scheduled date and time for the Incident (scheduling Incident).
Assigned To
Select the Analyst to whom you want to assign the Incident. Click the Analyst icon to view the workload of the Analyst. It displays the number of Incidents and Work Orders assigned to the selected Analyst along with their status..
Displays the Response SLA date and time. Within the displayed time the Incident should be responded.
Deadline: Displays the response date and time that is calculated based on the Priority and SLA details of an incident.
Actual: The time is updated automatically in this field, whenever an incident is assigned to an Analyst.
Resolution SLA
Displays the Resolution SLA date and time. Within the displayed Resolution Time the Incident should be Resolved.
Deadline: Displays the resolution deadline in terms of date and time, which is calculated based on the Priority and SLA details of an incident.
Actual: Displays the resolution date and time of an incident, whenever the status of incident is changed to Resolved.
Violation
Displays the SLA status for both response and resolution time as violated or not, Yes or No. If the Violation is Yes, you need to provide a reason. See Screen Shot.
Figure: Violation pop-up
EXPECTED TIME TO RESOLVE (ETR)
ETR
Click the Calendar icon to select the expected time to resolve the Incident. If your are updating the ETR, you need to provide a reason.
Figure: ETR change reason pop-up
Remarks
Specify the Remarks.
SOLUTION: This section is displayed only for a resolved incident.
Solution
Specify the solution provided to resolve the Incident.
Resolution Code
Select the Resolution Code for the Incident from the list.
Add to KB
Click the check box to add the resolved Incident as a KB Record.
You can share the user log with the End User as comments under the COMMUNICATION tab. These comments are sent to the End User and to the default and specified CC e-mail members automatically through an e-mail when you click the SUBMIT button. The Private Log information is shared with the other team members or the members of other Workgroups through an e-mail. Also, the follow-up can be recorded based on the number of times the End user followed-up with the Analyst.
Figure: COMMUNICATION tab
The following table describes the fields under the COMMUNICATION tab:
Field
Description
Field
Description
USER COMMUNICATION
Template
You can select a template from the list for user communication.
User Communication
Type in the Incident information that you want to share with the End User through an e-mail.
PRIVATE LOG
Actual Efforts
You can log in the actual effort required for the Incident.
Analyst Internal Communication
Type in the Incident information that you want to share with other members of your team or the members of other related Workgroups. Whenever you type in information in this section, an e-mail is sent to all the team members of the Workgroup. These e-mails are not sent to End Users or Callers. When you reply to an escalation e-mail, the reply is updated here and an e-mail is sent to all the team members of the Workgroup and the Workgroup Owner.
FOLLOW-UP DETAILS
Record End User Follow-up
If this check box is selected,the number of times the End user followed-up with Analyst is recorded.
Follow-up Count
Displays the total number of Follow-ups.
Remarks
Specify the follow-up remarks.
ATTACHMENT
You can upload communication history in this section.
Note:
You can view the e-mail communications under the Attachment section.
You need to update information under the COMMUNICATION tab and the Private Log is mandatory if the Incident is transferred to a different Workgroup or the status is changed.
There may be a list of actions you need to perform before resolving an Incident. Under the CHECKLIST tab, you can verify these actions (if configured by the Administrator) and complete them before resolving the Incident. Based on what action is taken on the Task, update the Task Status and provide your remarks in the Remarks text box.
Figure: CHECKLIST tab
You can link related Incidents, Problem Records (PRs), Assets, CIs, Events, and so on to the Incident using the Link list under the RELATIONSHIP tab. You can also create new Incidents, PRs, SRs, and so on to link to the Incident using the Create list.
To link any module to an Incident:
Click the module name in the Link drop-down list. The RELATIONSHIP pop-up page is displayed.
Figure: Relationship pop-up page
Enter the required details and click SEARCH.
Select the record to be linked and click LINK.
The linked record is displayed under the RELATIONSHIP tab.
Figure: RELATIONSHIP tab
You can see other open Incidents, similar Incidents, Knowledge Records (KR), Change Records (CRs) to better analyze and provide a quick solution to the incident under the TROUBLESHOOTING tab. You can view the list of Incidents, which are similar to this Incident to take necessary steps to resolve it.
Figure: TROUBLESHOOTING tab
The following table describes the fields under the TROUBLESHOOTING tab:
Field
Description
Field
Description
SIMILAR OPEN INCIDENTS
Displays the open incidents, which have similar symptom as the Incident.
SIMILAR CLOSED/RESOLVED INCIDENTS
Displays the closed/resolved Incidents which have similar symptom as the Incident.
RELATED KNOWLEDGE ARTICLES
Displays the Knowledge Record associated with the Incident.
POSSIBLE REMEDIATIONS
Displays the possible remedies for the Incident.
POSSIBLE ROOT CAUSES
Displays the root cause of the Incident.
RELATED CHANGE RECORDS
Displays the Change Records associated with the Incident.
RELATED CONFIGURATION ITEMS
Displays the Configuration Items associated with the Incident.
CURRENT ENVIRONMENTAL ISSUES
Displays the current environmental issues related to the environment. For example: If server or network in the environment is down, that information is available under this section.
You can provide details about any external Vendor who is related to the Incident under the VENDOR INFORMATION tab. You can add or view details of the external support where an external Vendor is involved. The external support details are not shared with the End User, but is added here for your reference. This tab is available if enabled by the Administrator (see: Configuring Incident Management Module).
Figure: VENDOR INFORMATION tab
The following table describes the fields under the VENDOR INFORMATION tab:
Field
Description
Field
Description
Vendor
Lists the configured Vendor. Select the Vendor name of the list.
Location
Type in the location of the Vendor.
Configuration Item
Lists the mapped CIs for the Partner Incident. Select a Configuration Item from the list.
Contact Person
Displays the name of the person who had helped to resolve or in providing the information over the customer Incident.
Incident ID
Type in a unique identification number of the Vendor Incident, which is logged by the Vendor in relation to an Incident. After you enter the Vendor Incident ID, it is mandatory to specify the StartDate and Status details.
Status
Select the status of the Vendor Incident.
Urgency
Lists the configured Vendor Incident Urgency options. Select the Urgency option from the list.
Start Date
Specify the date and time on which the Vendor Incident is initiated. Click the Calendar icon to select the start date of the Vendor Incident.
Impact
Lists the configured Vendor Incident Impact options. Select the Impact option from the list.
Resolution Deadline
Specify the resolution deadline provided by the Vendor for an Incident. Click the Calendar icon to select the resolution deadline date of the Vendor Incident.
Priority
Lists the configured Vendor Incident Priority options. Select the Priority option from the list.
End Date
Specify the date at which the Incident has been closed. Click the Calendar icon to select the start date of the Vendor Incident.
Underpinning Contract
Lists the mapped Underpinning Contract options for the Vendor Incident. Select the Underpinning Contract from the list. The selected Underpinning Contract defines the SLA for the Incident.