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Updating Incidents - Various Actions

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.

To view or update Incident details:

View or update the Incidents assigned to your Workgroup (see: Viewing/ Updating My Workgroup Incidents) or assigned to you (see: Analyst Dashboard_IM).
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.

INCIDENT DETAIL page: Adding Resolved Incidents to KB
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.

INCIDENT DETAIL page
Figure: INCIDENT DETAIL page

Section 1

On clicking the down-arrow next to the Incident ID, the following options are available:

Create Work Order, see Creating Work Orders
Create Service Request, see Logging Service Requests (SRs) for Users
Create Change Record, see Creating Change Records
Create Problem Records, see Creating Problem Records (PRs)

Section 2

Following are the icons in this section that you can use to perform specific actions:

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 INCIDENT HISTORY page, see 2020-03-23_12-42-14_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 CHAT HISTORY page, see 2020-03-23_12-42-14_Viewing User Incident History.

Section 3

See: Measuring Effort

Section 4

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.

For more information about the fields under these tabs, see Incident Page: Various Tabs and Field Description.

Section 6

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.

GENERAL

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
CLASSIFICATION
Urgency	Select the Urgency level 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 Impact from the list to indicate the Impact of the Incident.
Classification	Lists the various Classifications under 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 Categories under 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. Click to clear the field.
Major Incident	Select the box to mark the Incident as Major Incident.
ASSIGNMENTS
Workgroup	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..
Service Window	Specify the Service Window details.
Response SLA	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. Note: If you change the status to Pending the time and date values are cleared. The SLA clock stops when the incident status is changed to Pending. 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.

COMMUNICATION

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 can be updated by the individuals working on the ticket. The private logs are for internal support teams and workgroups and are not available or visible to end users. 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
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. The information updated in the private logs are not sent to End Users or Callers.
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.

CHECKLIST

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

RELATIONSHIP

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 tab
Enter the required details and click SEARCH.

Figure: Example of Relationship search filters
Select the record to be linked and click LINK.

Figure: Example of Relationship search result
The linked record is displayed under the RELATIONSHIP tab.
Note:
- If you create a Change Record (CR) from the RELATIONSHIP tab of the Incident page, the Incident cannot be closed until the CR is in Implemented status. This is applicable, if the check box, Linked CR Implementation Prevents Incident Closure, is selected by the Administrator (see: Configuring Change Management Module). Notification e-mails are sent to the Incident Caller for each update of the CR.
- If the Do Not Update Child Priority check box is selected, while Incident linking the Priority of the Child Incident is not changed to the Priority of the Parent Incident. In such a case, the configured Priority Matrix for the Parent Incident is not applicable for the linked Child Incident.
- When a Child Incident is linked to a Parent Incident, the Response Time of the Child Incident is equal to the linked time.
- If you link a Configuration Item for which the SOP is configured you can view the SOP details by clicking .
  
  Figure: SOP Template
- If you link a Configuration Item, for which SLA is configured, the Priority and SLA of the Incident changes as per the Priority and SLA configured for the CI. However, the SLA and Priority configured for the CI cannot override the SLA and Priority configured for a User Matrix.

TROUBLESHOOTING

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
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.

VENDOR INFORMATION

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
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 Start Date 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.
SLA Violated	Displays the SLA status for both response and resolution time as violated or not. SLA Violated = Yes SLA not Violated = No
Solution	Specify the solution that is provided to resolve the Incident.

Note:

On selecting the Vendor in the Vendor drop-down list, the configured Underpinning Contract options are populated in the Underpinning Contract drop-down list.

ADDITIONAL INFORMATION

You can document the additional information about the Incident under the ADDITIONAL INFORMATION tab. Based on the organization’s needs, the Administrator configures the information to be displayed under this tab (see: Configuring Incident Management Module). OLA details are also displayed under this tab calculating OLA and OLA violation whenever the Incident is transferred between the Workgroups (based on OLA configuration in the SLA). Both the Source Workgroup (The Workgroup from which the Incident is transferred) and Target Workgroup (The Workgroup to which the Incident is transferred) should be configured in the OLA contract to capture these details.

Figure: ADDITIONAL INFORMATION tab

ORCHESTRATION Tab

You may need to perform some repetitive tasks in order to resolve an Incident. Under the RUNBOOK AUTOMATION tab, specific actions can be executed automatically or with very less manual intervention. The Administrators need to configure the Runbook Scripts and the Conditions when these Runbook Scripts should be executed. Based on the configuration, the scripts are executed on the target machine.

Figure: ORCHESTRATION tab

TFS

You can configure the fields under the TFS tab to create a bug in TFS .for the logged Incident. The Bug in TFS is updated based on the configuration of the fields on the TFS tab of the Incident.

Figure: TFS tab

Field Description

The following table explains the fields on the TFS tab:

Field	Description
Team Project Collection	Select the Team Project Collection name in the drop-down list. For more information about configuring the Team Project Collection, see Configuring TFS Project_IM.
Team Project	The Team Projects created for the Team Project Collection is listed in the drop-down list. Select the required option in the drop-down list. For more information about configuring the Project, see Configuring TFS Project_IM.
Work Item Type	Select the required Work Item Type.

Note:

The following tabs are displayed on the Incident Details page based on the configuration on the TENANT Configuration page:

Troubleshooting Tab
Vendor Information Tab
Runbook Automation Tab
Checklist Tab
Additional Information Tab
TFS Tab

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the INCIDENT ID page.

CHANGE HISTORY

Click CHANGE HISTORY to view the changes that occurred on the Incident, the user who made the changes, the date and time when the change was made, and also the previous and new values for the Incident.

Figure: CHANGE HISTORY pop-up page

The following table describes the field on the CHANGE HISTORY page:

Field	Description
Column Name	Displays the name of the field from the Incident page that is changed.
Change Date	Displays the latest date and time at which the Incident details was changed.
Changed By	Displays the name of the person who has changed or edited the Incident details.
Old Value	Displays the old value of the field and is changed to a new value.
New Value	Displays the current value of the field.
Incident Flow	Displays the Incident flow details.
Mail History	Displays the mail history details of the Incident. Click the link More to view complete conversation details that occurred between the User and the Analyst. You can also view the list of Recipients who have disabled the E-mail notification.
Effort History	Displays the time spent on by Analysts on the Incidents.
Elapsed Time By Workgroup	Displays the time spent on the Incident by the Workgroup on the Incidents.

TRANSFER

Click TRANSFER to transfer Incidents to another Tenant and specify the Workgroup in that Tenant to which the Incident should be transferred. Provide a reason for transferring the Incident in the Reason text box.

Figure: TRANSFER pop-up page

KNOWLEDGE BASE

Click KNOWLEDGE BASE to view the KNOWLEDGE BASE pop-up page with the following fields:

Figure: KNOWLEDGE BASE pop-up page

LOOKING FOR AN ANSWER: The Symptom of the incident is automatically picked up and search for Knowledge Records. Also, Knowledge Record can be queried out by keying in the exact word as configured in “Knowledge Details” screen.

KNOWLEDGE RECORDS: IMPORTANT, MOST VIEWED, and HIGHEST RATED: Under this section, the Analysts can view the KRs categorized under IMPORTANT, MOST VIEWED, and HIGHEST RATED and use the KRs for resolving the Incident. This helps in easy search of more relevant KRs and using them for resolving the Incidents.

Rating KRs

Click a Knowledge Record to view it. You can also rate it. Click the stars and provide a feedback. Click SUBMIT to save your rating.

Figure: KB DETAILS pop-up page

SEND E-MAIL

Click SEND E-MAIL to send e-mails to Workgroup, Workgroup Owner, assigned Analyst, or Caller. (See Sending E-mails)

AUDIT FLOW

Click AUDIT FLOW icon to view a pictorial representation of the audit flow. For more information about Audit Flow, see Audit Flow_IM.

Figure: AUDIT FLOW page

COPY

Click COPY INCIDENT to copy details from an existing Incident to this Incident. On the COPY INCIDENT pop-up page, type in the Incident ID from which you want to copy information, and then click SUBMIT. The details from the Incident are copied to the new Incident.

Figure: COPY INCIDENT pop-up page

USER COMMUNICATION HISTORY

Click USER COMMUNICATION HISTORY to view the details about the communications made by the End User about the Incident.

Figure: USER COMMUNICATION HISTORY pop-up page

REMINDER

Click REMINDER to set up a reminder for the Incident. You can specify the date for the reminder (Date). You can select the users who should be sent the reminder (Notify Users and Other Users). You can also trigger to create a new Incident (Create Incident check box).

Figure: REMINDER pop-up page

RULES

Click RULES to select a Rule from the RULES pop-up page. Select a Rule from the list and click SUBMIT. Using the configured Rules you can quickly update the Incidents without the need to re-enter all the values. The Rules are configured based on the commonly logged issues and values are entered in the Rules. When the Analysts come across an Incident similar to the defined Rule, they can select the Rule and all the values defined in the Rule are auto-populated. This saves time and also reduces the possibility of making mistakes. The Rules prefixed with [Auto] mean that these Rules are auto-created by the application based on the resolved Incidents.

Figure: RULES pop-up page

CONVERT TO REQUEST

Click CONVERT TO REQUEST to convert an Incident to a Service Request as per the configurations made by the Administrator.

Manually Resolve Incident (The Incident and the Service Request need to be resolved individually)
Auto Cancel the Incident (The Incident is cancelled automatically after the Service Request is created and the Service Request need to be resolved manually)
Auto Resolve Incident (The Incident will be resolved automatically when the Service Request is resolved)

Based on the option selected (from the above listed options) by the Administrator during the Tenant configuration, an appropriate message is displayed to you. Click OK to create the Service Request. You can specify the SR details on the LOG SERVICE REQUEST page. For information about logging SRs for Users, see Logging Service Requests for Users.

EVALUATION

On the Evaluation pop-up, you can view the evaluation remarks specified by the Evaluator for the resolved incident.

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