Events


An event refers to a change of state that has an impact on a service or CI. It is not necessarily related to any malfunctioning. It generates a notification or an alert sent to Product name - ev itsm.png by a monitoring tool. Monitoring is used to:

  • View the operational state of systems in real time and perform the required actions in order to anticipate incidents.
  • Establish statistics for the most common events.
  • Determine the source of incidents.

Each event:

  • Is associated with a catalog entry, through its category.
  • Can be created as follows:
  • Is managed by a workflow that generates automatic and REST actions. See Open url.png Action types.
    • Each time an action is performed, the status of the event is updated and shows the progress of the process.
    • A history enables you to store a trace of each action performed.
  • Can be linked to an incident.

Examples

  • Event for the Email server equipment ==> Unexpected server shutdown:
              ==> Requires quick action from the manager to avoid problems sending and receiving emails.
  • Event on the Payroll Application CI ==> Oracle server downtime
              ==> May lead to incidents if the application does not restart. However, there is no impact if no users are logged in.

Notes

  • Each time an event is created, the Equipment and CI tabs will automatically be updated.
  • When an event is created via the Technical Support Agent, the relevant files will automatically be attached.
  • The roles defined for the workflow associated with the category determine which users will receive a notification of the event. If it is an event linked to a CI, the users are those whose role is linked to the CI.
  • You can create an incident directly from an event using the New Incident from the Event wizard. The incident will inherit all of the information from the event.

Screen description

         Event.png

Menu access: Operation > Events

ObjectNumber

Number: Automatically generated number of the object when it was created.

  • To format the number, select Administration > Parameters > Auto-Inc Fields.
Status

Status: Current status of the current object, automatically updated via the steps of the workflow.

  • To display the workflow associated with the object, click ? next to the Status field. Next, click World icon.png Display Related Information. The current step will be highlighted in red.
Priority

Priority: Automatically calculated level based on the urgency and impact of the current object, used to prioritize the processing of objects with the same target resolution date.

Outside Calling Number: Identifier of the external application that is at the origin of the event.

Origin

Origin: Method by which the current object is reported to the IT Department.

Category

Category: Catalog entry of the current object, used to run the relevant workflow.

Description: Description of the current object.

Equipment

Equipment: Asset tag of the equipment concerned by the current object.

  • Sensitive equipment is indicated by one or more Red star.png depending on the critical level. This means that the object must be given top priority in processing.
CI

CI Name: Configuration item (CI) concerned by the current object.

ButtonCreateTask

[ CREATE TASK ]: Used to store a trace of the action that is unplanned in the workflow.

        Example documentation icon EN.png  Internal tests, remote control, software distribution, unreachable user

  • An action is automatically generated and completed (end date is specified). It is visible in the history, provided the action type authorizes its display. 
  • Outside Calling Number: Identifier of the external application for the task.
  • Action Type: List of action types defined for the menu associated with the current object, e.g. Operation or Transition.
  • Date: Date on which the task was created.
  • Duration: Duration of the intervention in HH:MM.
  • Contact: Name of the user contacted during the intervention.
  • Fixed Costs: Cost of the charged back action irrespective of the task duration. By default, this cost is specified for the action type associated with the action.
  • Hourly Costs: Cost charged back for each hour spent on the task. By default, this hourly cost is specified for the action type associated with the action.
  • Total Hourly Costs: Calculated field = Hourly Costs * Duration.
  • Total Costs: Calculated field = Fixed Costs + Total Hourly Costs.
  • [ CALCULATE COSTS ] : Used to update the Total Hourly Costs and Hourly Costs calculated fields.
HyperlinkDocument

Attachments link (followed by the number of documents): Used to attach a list of documents to the current object and access the files, e.g. error file, screenshots. 

  • Access: Also via the Attachments tab.


ActionsHistory

History of Actions table: Information on successive actions performed to process the current object. They can be actions linked to a step in the workflow (e.g. incident processing), to a task (e.g. reminder for user), to a problem that enabled the solution of the object, actions modifying the target resolution date, e.g. modification of the SLA.
         Action History table.png

  • (1) To display the complete form of an action, click Edit form icon.png to open the form or click Display popup icon.png to open a popup window.
  • (2) To display the details of an action, e.g. Send Email, Assignment, Analysis & Resolution, click [+] in the Action cell.
  • (3) To display the exact date on which the action was performed, roll your mouse over the Work Order cell.
  • The target intervention date is displayed in the time zone of the logged-in user.
  • To view the total intervention time and the delay for a completed object, open the form and select the Solution tab which shows a summary of all successive actions.

    Color key for action rows:

Color Action type Description

Action History table - Finish color.png

Completed

  • Action whose actual start and end dates are specified.

Action History table - In progress color.png

In Progress

  • Action whose actual start date is specified but whose actual end date is not specified.

Action History table - To do  color.png

To Do

  • Action whose actual start and end dates are not specified.
  • Accessible via QuickDashboard - My actions counter.png in the Quick Dashboard.

    Contents of the table: It can be customized using the options below.
         Action History table - Options.png

  • (1) Filter: Used to select the action types to be displayed. Note: The display mode is specific to each user, regardless of the workstation used, and it is retained after logout.
    • Detailed View: No filter is applied to action types and all actions are displayed.
    • Compact View: Only actions associated with an action type authorizing its display are visible. Generally, these are action types like Send Email.
  • (2) Details: Note: The display is not retained after logout. The default choice is Hide All.
    • [+] Display All: Used to display all details for all actions, e.g. Send Email, Assignment, Analysis & Resolution.
    • [-] Hide All: Used to display only the row describing the actions, e.g. date, Support person, action type, duration.

List of tabs

Note: The tabs in the Event form are also displayed in the other contexts below indicated by Select ok icon.png.

        Event tabs.png

Equipment: List of equipment in the current object, other than the main equipment specified during the creation of the form.

  • Update: Click Add icon.png in this tab.
  • To cancel an existing link: Delete icon.png
  • The Equipment form is not updated.
  • Equipment linked to the new equipment will not be associated with the event.
Licenses

Licenses: List of licenses in the current object.

  • Update: Click Add icon.png in this tab.
  • To cancel an existing link: Delete icon.png
  • When a new license is added, this does not generate a notification or action in the form of the current object.
Contracts

Contracts: List of contracts in the current object.

  • Update: Click Add icon.png in this tab.
  • To cancel an existing link: Delete icon.png

CI: List of configuration items (CI) in the current object, other than the main CI specified during the creation of the form.

  • Update: Click Add icon.png in this tab.
  • To cancel an existing link: Delete icon.png
  • The impacting and impacted CIs of each CI are not associated with the event.
  • The CI form is not updated.
Discussions

Discussions: List of discussions which users can access based on their domain and discussion visibility.

  • Enter the keywords you want in the Search field and press Enter
  • To cancel the search criteria and return to the complete list of discussions, provided you have the relevant rights, click within the box and then click Discussion - Delete icon.png.
Attachments

Attachments: List of documents associated with the current object.

  • Update: Depending on the object, use Add icon.png in this tab or in the Details tab > Attachments link  - Open url.png See the Description.
  • To cancel an existing link: Delete icon.png

Related Incidents: List of incidents linked to the current object.

Procedure and Wizards

How to create an event manually

Note: You should only create events that have not been automatically created through the equipment/CI or by the monitoring tool.

1. Select Operation > Events and click Add icon.png.

2. Complete the form and click Save icon.png.

Wizards

Link Event to an Incident
Impact Analysis
New Incident from the Event
Availability Simulation
Delete

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Last modified by Unknown User on 2018/09/14 15:20
Created by Administrator XWiki on 2016/09/29 16:09

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