Viewing and Updating Incident Details

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:

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:

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

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:

1. Click the module name in the Link drop-down list. The RELATIONSHIP pop-up page is displayed.
   

   
   Figure: Relationship tab

   
   

2. Enter the required details and click SEARCH.
   
   Figure: Example of Relationship search filters
   
   
3. Select the record to be linked and click LINK.
   
   Figure: Example of Relationship search result
   
   

4. 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.

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:

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:

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

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

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:

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:

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

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 link to view knowledge Record details on new browser tab. You can also provide a feedback on the KR by clicking the stars and provide your comments. Click SUBMIT to save your rating and remarks.

Figure: KNOWLEDGE RECORD DETAILS page 

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

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

Figure: AUDIT FLOW page

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

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

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

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

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.

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