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2020-11-17_10-57-37_.Viewing and Updating My Workgroup Incidents vTahoe

2020-11-17_10-57-37_.Viewing and Updating My Workgroup Incidents vTahoe

Workgroup Incidents

You can view the Incidents in your Workgroup and take appropriate actions whenever required. You can view all the Incidents that belong to your Workgroup, along with some basic attributes of the Incident, such as Incident Id, Status, Request Date, Workgroup, Caller, and so on. Different color flags indicate the age of the Incidents, that is, the time period between the time the Incident was logged and the current time. The various color codes indicate the Priority of the Incidents. You can select Incidents as per your requirement by specifying a search criteria (for more information about filters criteria see Filters) and can also bulk update them (for more information about Incident bulk update, see Bulk Update).

To view or update My Workgroup Incidents:

  1. Select Incident > User > Manage Incidents > Incident List. Alternatively, under the ANALYST DASHBOARD tab under INCIDENT, click MY WORKGROUP to view the Incidents assigned to your Workgroup.
  2. On the INCIDENT LIST page, you can view all the Incidents that belong to your Workgroup.
    • You can view the Incidents in the Tile view or Tabular view.
    • You can search for the Incidents using the Filters . For more information about Filters, see Filters.
  3. Click the Incident ID of the Incident that you want to view or update. The corresponding INCIDENT DETAIL page is displayed. For more information about the fields and the actions you can perform on the INCIDENT DETAIL page, see Viewing and Updating Incident Details.
  4. View or update the Incident details and click SUBMIT to save your changes.

Visual Indicator:

The following section describes the various icons on the Incident List page:

 Viewing Incident Summary

Click  icon to view the Incident summary.


Figure: Summary icon - Tile View


Figure: Summary icon - Tabular View

The Incident - ID - Summary pop-up page is displayed with the details about the selected Incident. For more information about fields on the Incident - ID - Summary pop-up page, see Viewing and Updating Incident Details

Figure: Incident - ID - Summary pop-up page

 Assign To Me

You can assign Incidents to yourself by clicking the icon. You get a confirmation message. Click OK.

 
Figure: Assign to Me icon - Tile View


Figure: Assign to me icon - Tabular View


Figure: Confirmation pop-up

 Evaluating Incidents


Figure: Incident List page - Evaluation icon

Click  icon to create and assign tasks to Analysts or to evaluate the Incident tasks. 

Note:

  • Select Enable Evaluation check box on the TENANT page to display Evaluation icon for the selected Tenant on the INCIDENT LIST page. For more information, see Configuring Incident Management Module.
  • Only the Analyst configured as evaluator can create and assign tasks to Analyst. For more information, see Configuring Incident Evaluator.
  • The Assigned Analysts evaluate the tasks and provide the comments.

The color code of the Evaluation icon on the Incident list page indicates the different status of the evaluation process. Following are the color codes of Evaluation Icon:

Icon Color

Description

Indicates that the Evaluation is not started.

Indicates that the Evaluation completed with open task.

Indicates that the Evaluation completed.


 GENERAL

Under the GENERAL tab, the Evaluator can view the general details about the Incident. The fields displayed under this tab are configured on the Form Builder page. For more information see, Configuring Custom Fields for Incident Management.

 

Figure: Incident Evaluation - GENERAL tab

Note:

If the Analyst does not possess Evaluator access, then the fields under the GENERALRELATIONSHIP, and ACTIONS tab are grayed out.

 RELATIONSHIP

Under the RELATIONSHIP tab, the Evaluator can link Change Records and Problem Records.

 

Figure: Incident Evaluation - RELATIONSHIP tab


To link records,

  • Click  control next to the LINK. Click the module name in the Link drop-down list. The RELATIONSHIP pop-up page is displayed. 
  • Specify the search criteria and click SEARCH.

    Figure: RELATIONSHIP pop-up page

  • Select the record to be linked and click LINK.

    Figure: RELATIONSHIP pop-up page
  • The linked record is displayed under LINKED CHANGE RECORDS section of the RELATIONSHIP tab.



 TASKS

Under the TASKS tab, the Evaluator can add tasks and assign it to the Analysts.

 

Figure: Incident Evaluation - RELATIONSHIP tab

To assign tasks to the Analysts, fill in the required information and click SUBMIT. For more information, see Field Description.

Field Description

The following table describes the fields under the ACTIONS tab.

Field

Description

Task

Specify the task related to the Incident.

Owner

Select the Analyst in drop-down list.

Due Date

Select the date by which the task the should be completed.

Status

Select the status of the task in the drop-down list.

Resolution

Specify the resolution for the task.

Add

Click this icon to add new task.

 Show Incidents Updated By E-mail

The following icons are displayed only when an Analyst/External User/End User updates the Incident using the e-mail option.

  • Last Updated by Analyst Using E-mail icon Last Updated by Analyst using e-mail option is displayed for the Incidents that are updated by an Analyst using the e-mail option.
  • Last Updated by External User Using E-mail icon Last Updated by External User using e-mail option is displayed for the Incidents that are updated by an External User using the e-mail option.
  • Last Updated by End User Using E-mail icon  is displayed for the Incidents that are updated by an End User using the e-mail option.

Note:

 To display the incidents with the above mentioned icons, on the Incident Management TENANT configuration page, the Display "Show Incidents Updated By E-mail" Check Box on Filters and Display Icons on Incident List Page check box must be enabled. If selected, the Show Incidents Updated By E-mail filter filed displayed in the Field drop-down. For more information on this configuration see, Configuring Incident Management Module.

To view the incidents Last Updated by Analyst/External User/End User Using E-mail function:

  1. Select Show Incidents Updated By Email from Field drop-down list. 
  2. Select = (equal to) from Operator drop-down list and select the check box.
  3. Click Apply to view the list Incidents Updated by Analyst/External User/End User Using E-mail function.


Figure: Incident List page


Figure: Incident List page: Show Incidents Updated By Email - Tile View

Figure: Incident List page: Show Incidents Updated By Email - Tabular View

 Viewing/Updating Incidents Assigned to You

You can view or update the Incident assigned to you. 

To view Incidents assigned to you:

  1. Select Analyst/Assigned To from Field drop-down list.
  2. Select = (equal to) from Operator drop-down list.
  3. Select your name from Values drop-down list.
  4. Click Apply to view the list Incidents assigned to you.

You can also bulk update Incidents assigned to you. For more information about Incident bulk update, see Bulk UpdateAlternatively, select Dashboard > ANALYST DASHBOARD tab > INCIDENT > ASSIGNED TO ME tile.

 

Figure: FILTERS pop-up page: Assigned To field

 Child Incidents

The Child icon icon on the Incident indicates that it is a Child Incident. Click  icon to see Parent Incident details page. (See: Parent and Child Incidents).

 
Figure: Incident Tile: Child icon

 Parent Incidents

The Parent icon icon on the Incident indicates that it is a Parent Incident. 


Figure: Incident Tile: Parent Incident icon

To view Child Incident List pop-up:

Click  icon to see the Child Incident List pop-up. (See: Parent and Child Incidents). 

CHILD INCIDENT LIST pop-up

Figure: CHILD INCIDENT LIST pop-up

 SLA Color Code

The colored line on the Incident tile indicates the percentage of SLA elapsed. Following are the color codes for SLA.

Line Color

SLA Elapsed

Green

less than 75%

Orange

less than 100%

Red

100%



Figure: Incident Tile: SLA color code

 Incident Age

The colored flag on the Incident tile indicates the Age of the Incident, that is, for how many days an Incident is open. Following are the color codes for Age:

Flag

Description

Green Flag

Indicates that the Incident is opened for 0-2 days.

Orange Flag

Indicates that the Incident is opened for 2-5 days.

Purple flag

Indicates that the Incident is opened for 5-10 days.

Red Flag

Indicates that the Incident is opened for more than 10 days.


Figure: Incident Tile: Age Flag

 Caller Awaiting Response

The Caller Waiting icon icon indicates that the End User has last updated the Incident. You should check these Incidents on Priority, as the End User might have provided some information about the Incident or may be looking for an update on the Incident.

 Reopened Incidents

The  icon on the Incident Tile indicates that the Incident is reopened. Incident (Incidents in Closed status) may be reopened by the End User if the user is not satisfied with the resolution provided by the Analyst. 


Figure: Incident Tile: Reopened Incident icon

 Priority Color Code

The colored line next to Incident Priority on the Incident Tile indicates the Priority of the Incident. Following are the color codes for Priority:

Line Color

Priority

Green

less than 75%

Orange

less than 100%

Red

100%



Figure: Incident Tile: Priority Color Code
 Creating Work Order, Change Record, Problem Record

Click