Viewing and Updating My Workgroup Incidents

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

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

Figure: Incident List page - Evaluation icon

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

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:

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

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

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: Last Updated by End User Using E-mail icon

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 Update. Alternatively, select Dashboard > ANALYST DASHBOARD tab > INCIDENT > ASSIGNED TO ME tile.

Figure: FILTERS pop-up page: Assigned To field

The  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

The 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). 

Figure: CHILD INCIDENT LIST pop-up

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

Figure: Incident Tile: SLA color code

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:

Figure: Incident Tile: Age Flag

The  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.

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

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

Click  icon next to the Incident ID, a pop-up list with the options to create Work Orders, Problem Records, and Change Records is displayed. The Work Order, Change Record, and Problem Record created from the Incident are linked to the Incident and displayed under the RELATIONSHIP tab of the Incident (see: Logging Incidents for Users).

Figure: Incident Tile

The star on the Incident Tile indicates that the user is a VIP user. The color of the star can be configured by the Administrator. The Priority for the Incidents logged by VIP user are High. So the Incidents should be resolved at high importance and immediately.  For more information about VIP user, click here.

Adding VIP Users Type

You can add VIP User Type on the COMMON MASTERS page (Admin > Basics Infrastructure > Common Masters > Common Master Configuration).

1. Click ADD NEW on the ACTIONS panel. Select Master Type as User Level, type in VIP on the Value field, and specify the Sort Order.
2. Click SUBMIT. VIP User Type is created.
   

    
   Figure: COMMON MASTERS page: VIP User Type creation

Configuring a User as VIP User

1. On the USER LIST (NEW USER and USERID) page, fill in all the User information and select the User Type as VIP on for a Division on the USER TYPE ALLOCATION section.
2. Click SUBMIT. The User is configured as the VIP User.
   

   
   Figure: COMMON MASTERS page: VIP User Type creation
   
   
   Figure: Incident Tile: VIP user
   

Figure: Incident List page - Information Panel

The information panel displays the following information about Incidents that belong to your Workgroup or Assigned Workgroup:

• Total Incidents: Click the Total Incidents count to view all the Incidents on the Incident List page.
• Open Incidents: Click the Open Incidents count to view only the Open Incidents on the Incident List page.
• Resolved Incidents: Click the Resolved Incidents count to view only the Resolved Incidents on the Incident List page.
• Current Month Open Incidents: Click the Current Month Open Incidents count to view only the Current Month Open Incidents on the Incident List page.
• Response SLA Met: Click the Response SLA Met count (percentage number) to view the Incidents that met the Response SLA on the Incident List page.
• Resolution SLA Met: Click the Resolution SLA Met count (percentage number) to view the Incidents that met the Resolution SLA on the Incident List page.

There are three fields in this section.

• View
• Filter
• Configure Columns

View

What is a view?

A View consists of a set of pre-defined filter conditions. By selecting a View, the analyst can view the records that meet the filter conditions or criteria defined in that View. An Analyst can create or delete Views from both the Tabular view or the Tile view.

Create a New View:

To create a new View, the user needs to define Filter conditions.

Adding Filter Conditions:

A filter condition consists of the following parts:

• Field: Each field is a column in the table.
• Operator: Each field type has its own set of valid operators. Based on the field type the operators are displayed.

• Value: Each field has its own set of valid values determined by the Field type and Operator.

What is a Filter Operator?

In literal terms, an operator specifies how parameters relate to one another. The following table describes the list of operators with a short description.

Scenario:

Create a view to get a list of High and Medium Impact Open Incidents of Information Technology Tenant except Server Category Incidents. In this case, add conditions as shown below.

1. Click Apply to view records that meet the above filter conditions.
   
2. Click Save As New. The SAVE VIEW pop-up is displayed. 
   
   
   
3. Type in the details for the other required fields under the Views, Filters, and Configure Columns section. For more information about the fields under these sections on the SAVE VIEW pop-up page, see Field Description.
4. Click Submit. A new View is created.

Field Description

The following table describes the fields on the SAVE VIEW pop-up page:

Apply a View

Search and select the View from the drop-down list.

Set as Default:

To Set Specific View as Default:

1. Search and select a View from the drop-down list.

2. Click Set As Default link to make it default view.
   
   
   
   

   Note:

   The selected view is set as default.

   

Edit View

To Edit Specific View:

1. Search and select a View from the drop-down list.
   
   
   
   
2. Click (Edit) icon. The EDIT VIEW pop-up page is displayed.
   
   
   
   
3. Type in the details for the required fields under the Views, Filters, and Configure Columns section. For more information about the fields under these sections on the EDIT VIEW pop-up page, see Field Description.

4. Click Submit.

Delete View

To Delete Specific View:

1. Search and select a View from the drop-down list.
   
   
   
   
2. Click (Delete) icon. The DELETE VIEW pop-up page is displayed.
   
   
   
   
3. Click Delete to delete the view.

Filter

Under the filter section, specify filter conditions or criteria to view a particular set of Incidents.

Adding Filter Conditions:

A filter condition consists of the following parts:

• Field: Each field is a column in the table.
• Operator: Each field type has its own set of valid operators. Based on the field type the operators are displayed or loaded in the Operator field.

• Value: Each field has its own set of valid values determined by the field type and operator.
  
  

Filter on Date

This type of filter works on Date fields such as Log Time, Update Time, Resolved Time, Closed Date, Updated Since (In Days), and Pending For (In Days).

The following table describes the Field Types and Operators.

Field Type	Operator Name	Operator	Function
User Attribute Username/Caller Logged By User Type Customer Location Caller Location Standard Attribute Workgroup/Assigned Workgroup Analyst/Assigned To Status Category Classification Impact Urgency Priority SLA Service Window Pending Reason Closure Code Resolution Code Closure Category Source Medium	Equals	=	Find an exact match with the entered value.  Example: Caller Location = New York On the Incident List page, the Analyst can view incidents logged from the New York location.
	Not Equals	!=	Find a match that should not be equal (exactly) to the value entered. Example: Caller Location != New York On the Incident List page, the Analyst can view incidents logged from all locations except the New York location.
	Is one of	IN	Find matches with any one of the options that you select. Can select one or more options. Example: Caller Location IN New York, New Jersey. On the Incident List page, the Analyst can view incidents logged from New York, or New Jersey, or both locations.
	Is not one of	NOT IN	Find matches do not match with any of the selected options. Example: Location NOT IN New York, New Jersey. On the Incident List page, the Analyst can view incidents logged from all locations except the New York and New Jersey locations.

Following are the various options available in this section (both Tabular and Tile View):

• Refresh Interval: Specify the time period (in minutes) after which you want the records on this page to be refreshed.
• Tabular View icon : Click this icon to view the Incidents in a Tabular view.
• Tile View icon : Click this icon to view the Incidents in a Tile view.
• Records Per Page: Display the count of Incidents displayed on this page. Click  to specify the number of Incidents to be displayed on this page.
• Total: The count of total Incidents assigned to your Workgroup.
• Showing: Display the count of Incidents displayed on this page.
• Rows: The number of rows in which the Incidents are displayed on this page. Click the list to specify the number of rows to be displayed on this page.

This section explains all the icons displayed on the ACTIONS panel of the Incident List page:

EXPORT TO EXCEL

Click EXPORT TO EXCEL to export the Incident List to a Microsoft Excel sheet.

EXPORT ALL

Click EXPORT ALL to export all the Incidents to a Microsoft Excel sheet.