Logging Incidents Using Lite Version_SRM

Owned by Enterprise IT
Last updated: Apr 22, 2024 by Shilpa K (Deactivated)Version comment

SummitAI Service Management Help

Contents
Logging Incidents Using Lite Version


You can also log an Incident using Lite Version Application for faster processing. To activate lite version of Incident pages see: Application Settings page. 

To log Incidents:

  1. Select Incident > User > New Incident. Log New Incident lite version page is displayed.

    Log New Incident page
    Figure: Log New Incident page

    Note:

    • The fields that you see on this page are configured by the Administrators. For information about configuring fields on the NEW INCIDENT page, see Configuring Log Incident Page Page.
    • You can also specify the Assets for which you want to log Incidents. For more information, see Logging Incident for an Asset.
  2. Select the Tenant from the left pane for which you want to log the Incident.
  3. Fill in all the required details on the Log New Incident page. For information about the fields on the Log New Incident page, see Field Description table below.

  4. Click SUBMIT. Confirmation message is displayed along with the unique Incident ID. You can use this Incident ID to view the Incidents details or look for updates about the Incident.


    Figure: Log New Incident: Incident Created Successfully

    Note:

    • Click Incident ID to view or Update Incident details.
    • Click LOG NEW INCIDENT to log a new Incident.
    • Click MY INCIDENTS to view the list of Incidents logged for you.

Field Description

The following table describes the fields on the Log New Incident lite version page:

Field

Description

DETAILS

Workgroup

Select the Workgroup to which you want to associate the Incident.

Symptom

Type in the symptom for which you are logging the Incident.

Description

Type in the brief description for the Incident. The description should contain at least twenty characters.

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 Configuring Category that you want to associate with the Incident.

Analyst

Select the Analyst associated with the specified workgroup to assign the Incident.

Location

Select the location form the drop-down list. The Incident is automatically assigned to the location through Workgroup-location mapping.  

Priority

Select the Configuring Priority from the list to indicate the precedence of the Incident.

Example: If the Resolution time for P1and P2 Priority are set as 120 and 180 minutes respectively, the Incidents should be Resolved within the specified time. P1 should be resolved first then P2.

Impact

Select the Configuring Impact_SPMfrom the list to define the affect of the Incident on the users.

Example: High, Medium, Low  

Urgency

Select the Configuring Urgency level from the list. The Incidents should be resolved according to the Urgency.

Example: Immediately, EOD, and After a Day

  • If Urgency level Immediately is selected, the Incident should be resolved immediately once it is logged.
  • If Urgency level EOD is selected the Incident can resolved by the end of the day.


TITLE BAR

This section explains the various icons on the ACTIONS panel of the Log New Incident page.

My Incidents

Click My Incidents to view the list of Incidents logged for you. For more details on MY Incidents page, see Viewing My Incidents List 

Copy Incident

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