Incidents


Definition

An incident refers to a disruption or degradation in the performance of a service for an item of equipment or CI. To avoid blocking user activity, the IT Department will try to restore the service within the deadline specified in the SLA/OLA.

EndDefinition

Each incident:

  • Is associated with a catalog entry, through its category.
  • Is created as follows:
    • Manually by a user (e.g. requestor or Back Office technician) on behalf of a recipient, both of whom can be the same person, or
    • Automatically  via the Technical Support Agent when an email is received, or via a third-party application using Logo - EasyVista.png web services.
  • Is managed by the workflow of the category and generates actions (manual actions or automatic actions). Open url.png See Action types.
    • The workflow starts once the questionnaire defined in the initial step, if any, is completed. This can be a standard or multi-section questionnaire.
    • Each time an action is performed, the status of the incident is updated and shows the progress of the process.
    • A history enables you to store a trace of each action performed.
    • The incident processing can be put on hold in the case of events for which the IT team is not responsible.
  • Can depend on a parent incident and be linked to a problem or known error for several incidents associated with a given initial incident. The incidents can be managed by the workflow of the problem. Open url.png See the procedure
  • Can be associated with a news article and identified as a major incident.

   Open url.png  See the life cycle of an incident.

Examples

  • Types of incidents:
    • Email server incident processed within 4 hours based on its SLA
    • Printer incident processed within 3 working days based on its SLA
  • Types of Hold actions:
    • User is absent
    • Repair not completed by the supplier
  • Create an incident in a ticket: Unexpected reboot of the workstation probably due to a virus
    The steps in the processing are as follows:

    1. Incident transferred to the Technical Support group. Confirmation of the presence of a virus.
    2. Escalation to the Expert Support group. Download and installation of the latest anti-virus version.
    3. Incident closed by the Technical Support group.
    4. Approval by user.
    5. Reopening of the closed incident: Unstable behavior of an application.
    6. Processing by the Technical Support group. Fix installed.
    7. Approval by user.

Notes

  • Related Incidents:
    • Incidents linked to a parent incident will automatically be processed by the parent incident. Actions for the parent incident will apply to the child incidents.
    • Incidents linked to a known error can be updated by the known error when it is closed using the Update wizard. The associated workflow will automatically proceed to the next step.
  • Several SLAs can apply to an incident depending on different criteria: category, type of equipment, urgency level, location, department, VIP level of the recipient, equipment, critical level of the equipment.
    • The calculation of the target resolution date takes the most restrictive SLA into account, i.e. the one with the shortest resolution time.
    • When an SLA by priority is defined, any incident with a priority level defined in this reference table will inherit the SLA associated with this level, which will then replace the most restrictive SLA. Open url.png See the examples.
  • To authorize the search function in the problem knowledge base and known error knowledge base for the ticket, the option in Other Parameters {SM} Back Office quick call: Enable full text search must be enabled.

Best Practice big icon.pngBest practice

  • When the status of the parent incident is Closed, linked incidents will proceed to the next step in the workflow. As actions will no longer be possible for these incidents, you should always define a closing workflow for the category of the parent incident in order to manage linked incidents.

Characteristics specific to versions 2016 and earlier

The Incident form in versions 2016 and earlier is different:

Menu access

Service Operation > My Incidents or Incidents for my Groups or All Incidents

Description of tabs

       Incident.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.
CreationDate

Creation Date: Date on which the current object was created.

  • This is used as the start date and time for calculating SLA maximum time.
  • The date is displayed in the time zone of the recipient.
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.
MaxResolution

SLA Target: Date by which the current object should be resolved.

  • This is calculated using the start time of the current object and by applying the SLA by priority, or failing that, the SLA with the shortest resolution time.
  • The date is displayed in the time zone of the recipient.

    Open url.png  See Notes

Manager

Manager: Name of the main contact person for the current object. In general, it is the first person to handle the object and decide on the outcome.

  • The manager is not specified when the incident is created via the Technical Support Agent and when it has not yet been processed. The Support person performing the first action will automatically be specified as the manager.
IsTemplate

Is a Template: Used to indicate if the current object can be used as a template (box is checked) or not (box is not checked). If it is used as a template, certain information in the template will automatically be preloaded when a new object is created.

  • You can use a template in a ticket by selecting the Use an Incident Template wizard. You can also click the Copy From Template action button. Open url.png See the procedure.
  • The preloaded information is specific to the template. New objects will also inherit the other information from the catalog.
  • You can define the list of fields that should not be duplicated using the Other Parameters {SM} Exclude SD_REQUEST fields when duplicating incidents option.
Recipient

Recipient: User associated with the current object. It can be different from the requesting person. 

  • A VIP user 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.
RequestingPerson

Requesting Person: User who reported the current object to the IT Support team.

  • A VIP user 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.
Phone

Phone: Phone number of the requestor.

Category

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

CI

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

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

Description: Description of the current object.

  • It will be specified by the user in the Self Service portal or by the technician in the ticket.
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.

Solution

SolutionTab

Set of information specified at the end of processing for the current object.

  • Update: When an action related to the current object is completed. You can also use the Close wizard.

List of fields

Solution: Contents of the Comment field specified in the final or closing action for the current object.

Elapsed Time: Actual time spent by different Support persons working on the current object, calculated using information entered in the intervention summary of actions.

  • Unlike elapsed time, this information does not take into account the OLA/UC for each action.
  • Duration expressed in HH:MM.

SLA: SLA applied to the current object which is the SLA by priority, or failing that, the SLA with the shortest resolution time.

Immediate Solution: Used to indicate if the current object was solved during the creation of the ticket (box is checked) or if it led to one or more actions (box is not checked) involving a transfer or escalation.

MaxResolution

SLA Target: Date by which the current object should be resolved.

  • This is calculated using the start time of the current object and by applying the SLA by priority, or failing that, the SLA with the shortest resolution time.
  • The date is displayed in the time zone of the recipient.

Solution Date: Date on which the processing of the current object ended and its meta-status became Completed.

  • The date is displayed in the time zone of the recipient.

Late: Number of minutes exceeding the maximum processing date/time of the current object, calculated using information entered in the intervention summary of actions.

  • Field calculated for each action: Processing time of the action - OLA/UC target
  • Duration expressed in HH:MM.

Elapsed Time: Actual processing duration of the current object, taking into account the service hours of the Technical Support team and public holidays (OLA/UC defined for the workflow).

  • Duration expressed in HH:MM.

Total Costs: Total processing cost of the current object, calculated using information entered in the intervention summary of actions.

  • Field calculated for each action: Fixed costs + (Hourly costs  * Elapsed Time)
RootCause

Root Cause: Actual cause of the current object, specified when closed.

  • It may be different from the one specified when the current object was created.

Solved by (Group): Name of the group that specified the final or closing action for the current object.

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 ticket.

Contextual News Articles

ContextualNewsTab

List of news articles associated with the current object.

Related Incidents

List of incidents related to the current incident via a parent-child relationship. 

   Impact of the parent-child relationship:

  • When an incident is linked to a parent incident:
    • All ongoing actions will disappear from the list of actions to be performed.
    • All new actions will be performed for the parent incident.
    • The child incident will disappear from the list of open incidents.
  • All linked incidents will be managed by the workflow of the parent incident.
    • When the status of the parent incident changes, all linked incidents will automatically have the same status.
    • When the parent incident is closed, all linked incidents will automatically be closed.

Best Practice icon.png To display child incidents related to a parent incident, display the Incident screen in List mode, select the None filter and sort using the Status column.

Related Problems

RelatedProblemTab

List of problems related to the current object.

Related Services

RelatedServiceTab

List of service requests linked to the current object.

  • Update: Use the Link to a Service Request wizard.
  • The current incident and linked requests will each be managed by their own workflow. The status of the current object will not have any impact on linked objects.

Related Changes

RelatedChangeTab

List of change requests related to the current object.

  • Update: Use the Link to a Change Request wizard or the New Change Request wizard.
  • If a new change request is associated with the incident, it will automatically replace the previous request.
  • The status of the current incident will be Related Incident and will be managed by the standard workflow of the change request. It will automatically end when the request is closed.

Related Events

RelatedEventTab

List of events related to the current object.

Equipment

List of equipment, other than the main equipment, associated with the current incident.

  • The Equipment form is not updated.
  • Equipment linked to the new equipment will not be associated with the incident.
  • When new equipment is added, this does not generate a notification or action in the Incident form.

Example documentation icon EN.png  Creation of the Defective power supply unit incident for the X100 overhead projector.
          ==>  In this tab, specify the other overhead projector equipment with the same malfunctioning.

Best Practice icon.png  If incidents with the same malfunctioning have already been declared for this equipment, use the Link to a Parent Incident wizard to manage several incidents.

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 Incidents tab in the CI form is automatically updated.
  • When a new CI is added, this does not generate a notification or action in the Incident form.
  • Impacting and impacted CIs linked to the new CI will not be associated with the incident.

Example documentation icon EN.png  Creation of the Oracle DB limited access incident for the Expense Account Application CI.
          ==>  In this tab, specify the other CIs with the same malfunctioning.

Best Practice icon.png  If incidents with the same malfunctioning have already been declared for the CIs, use the Link to a Parent Incident wizard to manage several incidents.

Consumables

ConsumableTab

List of consumables in the current object.

  • Update:
    • Automatically via destocking actions in the Logistics step of the workflow for the current object.

      Example documentation icon EN.png Request to replace a HP LaserJet 4L printer ==> planned destocking action: delivery of a toner cartridge

    • Use this tab to perform destocking actions outside the Logistics step of the workflow.
  • When a consumable is deleted, the quantity is automatically reintegrated into the storage location stock.

History of Changes

HistoryOfChangeTab

List of all modifications made to the form of the current object. 

Questions/Responses

QuestionResponseTab

History of all answers to questions in standard or multi-section questionnaires associated with the current object.

  • Update: Via the workflow steps associated with the current object.

Related Projects

RelatedProjectTab

List of projects related to the current object.

Procedures and Wizards

How to create an incident

Via a ticket (Back Office)

CreateTicket_StepSelectUser_Procedure

Step 1: Select the recipient.

1. Click in the search field in the top banner.

2. Enter the first characters for one of the following search criteria: name, login, employee number, email address or phone number.
         Searching bar.png

3. Press <ENTER> to run the search.

4. If two or more users correspond to the search criteria, move the cursor over the one you want.
         Search user.png

5. Click New Ticket.

6. Specify the title of the new ticket and click Create.
         Search user - Creation.png

The ticket will be preloaded with data on the selected user.


Step 2: Specify the ticket.
CreateTicket_StepEntryIncident_Procedure

1. (optional) Click Copy From Template to initialize the incident using a template.

2. Select the category of the incident.

3. (optional) Generate a new news article automatically by clicking Declare Major Incident.

4. (optional) You can use the help resources available.

  • Known errors: By default, the list is filtered using the category and CI/equipment.
  • Problem knowledge base: By default, the list is filtered using the location, department, category and CI/equipment.
  • Problem knowledge base and known error knowledge base: The most relevant articles based on the contents of the Description field.

5. (optional) Click the title of a news article if you want to use it to solve the incident.

If the selected news article is related to a major incident Warning icon.png:

  • The ticket will be saved.
  • The status of the new incident will be Related Incident.
  • It will be managed by the workflow of the major incident.

CreateTicket_StepFollowUp_Procedure

Step 3: Decide what you want to do with the ticket.

1. Follow one of the procedures below.

Close the ticket

  • Click the Resolve action button.
  • Complete the intervention report.
  • Click Finish.
    • The time spent with the user is automatically taken into account.
    • The workflow will proceed to the next step.
    • The ticket will be saved with the status of this step.

Transfer the ticket to another group or Support person

  • Click the Assign action button.
  • Specify the group or Support person to whom you want to assign the ticket.
    Best Practice icon.png Select a group instead of a specific Support person. This way, even if the Support person is absent, the action can still be performed by another group member.
  • Click Finish.
    • The ticket will be saved.
    • The counters in the notification bar will automatically be updated for the relevant Support persons.

Save as a draft

  • Click the Save as Draft action button.
    • The ticket will be saved and associated with the Processing in Progress meta-status.
    • You can reopen it at any time by selecting Service Operation > Incidents or Service Requests > Drafts.

Cancel the ticket

Step 4: Perform actions for the new object.

1. Open the form using the link with the number of the created object.

2. Perform actions. Open url.png See the procedure.

Using a quick access command

Step 1: Run the command.

1. Select the quick access command for creating a new incident in the search field in the top banner.
         Incident - Command new.png

2. Type the first characters for the relevant user and select the user from the list.
         Incident - Command new - User.png
The wizard associated with the quick access command will be run.
         Incident - Command new - Wizard.png

Step 2: Specify the incident.

1. Enter the information for the incident.

Step 3: Decide what you want to do with the incident.

1. Follow one of the procedures below.

Close the ticket

  • Click the Ticket Resolve action button.
  • Complete the intervention report.
  • Click Finish.
    • The time spent with the user is automatically taken into account.
    • The workflow will proceed to the next step.
    • The ticket will be saved with the status of this step.

Transfer the ticket to another group or Support person

  • Click the Ticket Assign action button.
  • Specify the group or Support person to whom you want to assign the ticket.
    Best Practice icon.png Select a group instead of a specific Support person. This way, even if the Support person is absent, the action can still be performed by another group member.
  • Click Finish.
    • The ticket will be saved.
    • The counters in the notification bar will automatically be updated for the relevant Support persons.

Cancel the ticket

  • Click the Ticket Cancel action button.
    • The ticket will not be saved.

Step 4: Process actions for the new incident.

1. Open the form of the incident.

2. Process the actions. Open url.png See the procedure.

TemplateManagement_Procedure

How to manage templates

Step 1: Create a template.

1. Open the form of the object to be used as a template. Note: Only objects whose meta-status is Processing in Progress can be selected.

2. Select the Is a Template box. 

3. Save the form.

Delete a template

  • Open the form of the object defined as a template.
  • Unselect the Is a Template box.
     

Step 2: Use the template when creating a ticket.

1. Open a ticket.

2. Display the available templates.

  • You can click Copy From Template.

The list of templates will appear.
         Incident Request templates.png

3. Select the template you want.

  • Use the search field to run a search in the description of objects.
  • Click Open eye icon.png to view the entire text of each description.

4. Click Apply.
The ticket will be preloaded with data from the template fields.

How to perform an impact analysis for a CI

1. Open the Incident form of the CI you want to analyze.

2. Run the Impact Analysis wizard.

3. Specify the elements to be included in the analysis.

  • The impacting and impacted CIs and the depth of the relationship with the CI in the analysis.
  • The type of interaction with the CI in the analysis, e.g. database.
  • The type of relationship, i.e. blocking or non-blocking.

4. Click Generate the File of CIs.
The result of the analysis will be exported to a CSV file.

Wizards

Link to a Project
Link Event to an Incident
Link to a Parent Incident
Link to a Continuity Plan
Link to a Problem (in List mode, you can select several incidents)
Link to a Change Request
Link to a Service Request
Cancel Relation with Parent Record (only for child incidents)
Assign  (on the Activity tab)
Change Target Resolution Date
Change SLA
Close (only for non-closed incidents)
Create Related Action  (on the Activity tab)
Report Major Incident
Duplicate
Create Unavailability (only for incidents involving a CI)
Log Activity  (on the Activity tab)
Send Email to Requestor
Impact Analysis (only for incidents involving a CI)
End of Unavailability (only for incidents involving a CI)
Execute Script
Change Support  (on the Activity tab)
Urgency Change
Notification for Action (only for incidents involving a CI)
Notification for Information (only for incidents involving a CI)
New Problem
New Knowledge
New Change Request
New Service Request
New Known Error
New Task
Notify Support Person  (on the Activity tab)
Reminder for Support Person
Reopen (only for closed incidents)
Reopen and Requalify (only for closed incidents)
Availability Simulation (only for incidents involving a CI)
Hold / Reopen
Process This Action  (on the Activity tab)
Transfer  (on the Activity tab)
Validate  (on the Activity tab)

Tags:
Last modified by Unknown User on 2018/12/14 11:58
Created by Administrator XWiki on 2016/09/29 15:48

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