Incident - Characteristics specific to versions 2016 and earlier


GraphicalInterface_2016AndPriorVersions

Note: This graphical user interface is specific to Product name - ev itsm.png version 2016 and earlier.

Open url.png See Incident forms - latest version.

Menu access

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

Self Service portal (Front Office): Quick data entry screen

Screens in the Incident form

         Incident.png

         Incident tabs.png

TabUpdateRules_2016AndPriorVersions

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

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

Click Add icon.png at the top of the tab

Fundamentals - Form - New wizard.png

Click Delete icon.png next to the row you want to delete

Fundamentals - Form - Delete wizard.png

Details tab

SLA: Name of the SLA by priority applied to the current object. If this is not applicable, then it is the SLA with the shortest resolution time. Open url.png  See Notes.

  • In the Solution tab, move the cursor over the SLA Target field to see a description of the SLA.


ActionsHistory_2016AndPriorVersions

History of Actions: 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 timeline.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.

Solution tab

Move the cursor over the SLA Target field to see a description of the SLA.

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Last modified by Unknown User on 2019/04/15 20:09
Created by Administrator XWiki on 2018/12/14 11:07
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