Configuring Incident Management Module

DETAILS

For Analysts

Hide 'Mail to Caller' check box on Incident Details page

Select the check box to hide the Mail to Caller check box.

Disable Vendor Incident Status Check

If the check box is selected, the Analysts do not need to check the status of the Vendor Incidents before resolving the Incident.

Enable First Call Resolution (FCR) Option

Select the check box to display the FCR option for the L2/ L3 team.

Enable Major Incident

Select the check box to allow Analysts to manually indicate an Incident as a Major Incident (see: Major Incidents).

Enable Conference Call

If selected, the analyst will have the option to join the conference call from the Major Incident pop-up page on INCIDENT DETAILS page.

Enable Capture of Closure Category

Select the check box to allow Analysts to select a Closure Category.

Enable Change Caller Icon

Select this check box to allow the Analyst to change the Caller.

Restrict Transfer of Incidents Between Tenants

Select this check box to set a limit for the number of Incidents that can be transferred to a Workgroup by End Users.

If this check box is selected, Analysts can also view Incidents of other Workgroups for which they do not have Analyst access by selecting the Other Workgroups check box on the Filters pop-up of the INCIDENT LIST page (see: Viewing and Updating My Workgroup Incidents). In addition to this, the configured Analysts can view and edit Incidents of other Workgroups for which they do not have Analyst access using Global Search by enabling Allow the Analyst to edit all Incidents check box on the ANALYST page (see: Configuring Analysts).

Allow Workgroup Owner to Edit Priority

If this check box is selected, the Workgroup Owner can edit the Priority of the Incident if it is disabled by any matrix configuration (see: Viewing and Updating Incident Details).

Enable Bulk Update Icon in List page

Select this check box to enable bulk update of Incidents.

Enable Secondary Analyst

If this check box is selected, Secondary Analysts can be assigned to an Incident (see: Logging Incidents for Users).

Enable Linking of KBs for Resolved Incidents

If this check box is selected, the Analyst has to specify if any KB article was used to resolve the Incident.

Display Expected Time to Resolve (ETR) section on Incident ID Page

If this check box is selected, the Expected Time to Resolve (ETR) section is displayed on the INCIDENT ID page, and the CONFIGURE ETR NOTIFICATION icon is displayed on the ACTIONS panel of the TENANT CONFIGURATION page.

Enable Evaluation

If selected, Incident Evaluation is enabled for the selected Tenant.

Display End User Follow-up Details

If selected, the FOLLOW-UP DETAILS section is displayed under the COMMUNICATION tab of INCIDENT DETAILS page.

Minimum Characters For Private Log

Specify the minimum number of characters that should be provided for the Private Log field. The default minimum length is 10 characters.

Minimum Characters For User Communication

Specify the minimum number of characters that should be provided for the User Communication field. The default minimum length is 10 characters.

Minimum Characters For Solution

Specify the minimum number of characters that should be provided for the Solution field. The default minimum length is 10 characters.

If selected, an e-mail notification is sent to the Workgroup owner of the selected tenant upon updating the existing Analyst on the INCIDENT ID page. If both the existing Workgroup and Analyst are changed, the previous and current Workgroup Owners receive e-mail notifications.

Additionally, in order to notify Workgroup owner(s), the Notify Workgroup Owner for Incident checkbox must be enabled on the WORKGROUP page. For more information, see Configuring Workgroups.

ENABLE TABS ON INCIDENT DETAILS PAGE

Select the check box in this section to enable the respective tab on the Incident Details page.

MANDATORY CONFIGURATION FOR PRIVATE LOG/USER COMMUNICATION

Workgroup

Displays the Workgroups for which Private Log and/or User Communication is configured as mandatory.

Status

Displays the status for which Private Log and/or User Communication is configured as mandatory.

Private Log

Indicates if Private Log is configured as mandatory.

User Communication

Indicates if User Communication is configured as mandatory.

Delete

Effort Logging

The Effort logging is done based on any of the following selected options:

• Manual Entry: Select the option to allow the Analysts to manually log the Efforts for the Incident.
• Using Stop Watch: Select the option to use the stop watch to capture the time spent on the Incident.
• Disable: Select the option to disable the Effort logging field.

Effort Log Validation

Select the required check box to define when logging effort is mandatory.

• Pending: When the previous Incident status is anything other than Pending, the Analyst needs to log Efforts.
• Resolved: When the previous Incident status is anything other than Resolved, the Analyst needs to log Efforts.
• Workgroup Change: Whenever the Workgroup is changed, the Analyst needs to log Efforts.
• Assigned Analyst Change: If the last assigned Analyst and newly assigned Analyst are different, the logged in Analyst needs to log Efforts. If there was no Analyst assigned to the Incident and an Analyst is now assigned to the Incident, Analyst needs to log Efforts.

CONFIGURE CUSTOM ATTRIBUTE FIELDS

The fields selected in this section are not updated in the Child Incident when those fields are modified in the Parent Incident.

Select Custom Fields

Select the fields in the drop-down list.

CAPTURE REASON FOR CHANGE OF FIELDS

Select the field to capture the reason for change when the selected fields are modified.

Priority Validation Order

Select an appropriate option in the Priority Validation Order drop-down list.

Enable E-Mail Notification to Workgroup Owner for Change in Priority on Incident Details Page

If this check box is selected along with the Priority check box, and the priority is changed on the INCIDENT ID page, an e-mail is sent to the configured workgroup owner.

Active

Indicates the status set for the configuration details for incident management module.

• If selected, the configuration details for incident management module is enabled to display on other pages of the application.
• If not selected, the configuration details for incident management module will be a inactive configuration. The configuration is disabled to display on other pages of the application.

Mandatory In-Progress Status Before Changing the Status to Pending

If selected, the Incident must be in the In-Progress status at least once before being moved to the Pending status.

Disable Resolved Status If Incident is in Pending Status Or Mandatory In Progress Status to Resolve the Incident

If selected, the Resolved status is disabled if the Incident is in the Pending status. Or, the Incident must be in the In-Progress status at least once before being moved to the Resolved status.

Display "Show Incidents Updated By E-mail" Check Box on Filters and Display Icons on Incident List Page

If this check box is selected, the "Show Incidents Updated By E-mail" check box is displayed on the FILTERS pop-up of the INCIDENT LIST page and the following three icons are displayed on the INCIDENT LIST page: Last Updated by Analysts Using E-mail, Last Updated by External Users Using E-mail, and Last Updated by End Users Using E-mail. These icons indicate that the respective Incident is updated by either an Analyst, External User, or End User through e-mail.