Events


Definition

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.

EndDefinition

Each event:

  • Is associated with a catalog entry, through its category.
  • Is created as follows:
  • Is managed by the workflow of the category and generates actions (REST actions or automatic actions). Open url.png See 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.
     

The event log 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.

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.

Characteristics specific to versions 2016 and earlier

The Event form in versions 2016 and earlier is different:

Menu access

Service Operation > Events > Events

Description of tabs

       Event.png

TabUpdateRules_After2016Versions

Open url.png See the general principles for updating tabs.

Create a new item Delete an item or association with a related item

Run the New wizard at the top of the tab

Fundamentals - Form - New wizard.png

Move the cursor over the corresponding item and click Trash icon.png

Fundamentals - Form - Delete wizard.png

Alphabetical order

QuickAccess

Activity

ActivityTab

List of successive actions performed to process the current object displayed in a timeline. 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 timeline.png

  • History of actions displayed in reverse chronological order:
    • To Do section at the top of the timeline  : Actions to be performed.
    • Done section below: Actions performed and completed, no further action possible.
  • To display the details of an action, click the icon next to it (1).
  • To display the type of action, move the cursor over the icon (2).
  • To display the action fully, click ? at the bottom of the action (3).
             Action History - Detail.png
  • Wizards:
             Activity wizards.png
    • (1) Wizards that can be run outside the workflow are found at the top of the tab.
               Example documentation icon EN.png  Create Task, Hold/Reopen
    • (2) Wizards specific to an action are found in the Wizards list icon.png list. The three most recently used wizards will appear as buttons, enabling you to access them quickly.
               Example documentation icon EN.png  Process this Action, Notify Support Person, Create Related Action

Details

ObjectNumber

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

  • To format the number, select Administration > Parameters > Auto-Inc Fields in the menu.
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: Level used to prioritize the processing of objects with identical SLA target dates/times.

  • Priority is automatically calculated based on the urgency and impact of the current object.

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.

  • The default origin can be modified in Other Parameters {SM} Back Office quick call: Default call origin.
Category

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

Description

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 level. This means that the object must be given top priority in processing.
CI

CI Name: Configuration item (CI) related to the current object.

  • Click CMDB graph icon.png to display the CMDB graph.
ButtonCreateTask

Create Task: Used to store the trace of an unplanned action in the processing of the current object.

       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. 

   List of fields

  • 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. Service Operation or Service 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 fields.
HyperlinkDocument

Attachments: Used to attach a list of documents to the current object and access the files.

        Example documentation icon EN.png  Error log or screenshots

  • You can also access them in the Attachments tab.

Discussions

DiscussionTab

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

  • 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.

User Information

UserInformationTab

Information on the recipient of the current object, e.g. name, function, phone number, email address, location and department.

  • Update: Only the recipient and location can be modified in this tab.

Description

DescriptionTab

Information on the current object, e.g. title and description, urgency and impact, equipment and service associated with the object.

  • Update: In this tab.

Attachments

AttachmentTab

List of documents attached to the current object. Open url.png See uploading and downloading documents.

  • You can also attach documents in the Details tab.

Equipment

List of equipment linked to the current object.

  • The main equipment is specified when the event is created.
  • The Equipment form is not updated.
  • Equipment linked to the new equipment will not be associated with the event.

Licenses

LicenseTab

List of licenses in the current object.

  • When a new license is added, this does not generate a notification or action in the form of the current object.

Contracts

ContractTab

List of contracts in the current object.

CI

CITab

List of configuration items (CI) associated with the current object.

  • The main CI is specified when the event is created.
  • The CI form is not updated.
  • The impacting and impacted CIs of each CI are not associated with the event.

Related Incidents

RelatedIncidentTab

List of incidents related 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 by the service/CI or by the monitoring tool.

1. Select Service Operation > Events > Events in the menu.

2. Click Add icon.png New.

3. Select the equipment or CI that is at the origin of the event.

4. Specify the information required.

5. Click Finish.
The event will be saved.

Wizards

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

Tags:
Last modified by Unknown User on 2018/12/14 12:03
Created by Administrator XWiki on 2016/09/29 16:09

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