Incident Catalog


Definition

The incident catalog lists all the types of incidents handled by the IT Department.

EndDefinition

It is built using a tree structure of categories where only selectable categories can be used to qualify incidents in the quick call. Each incident will automatically inherit the attributes of the associated category. 

Each catalog entry is used to identify:

  • Contractual deadlines for restoring service for the type of incident, through an SLA.
  • The process for the return to normal functioning, through a workflow.
  • The persons and groups in charge of the type of incident.
  • Application perimeters defining possible access restrictions depending on the user's department / location, and possible overrides depending on the location of the recipient.
  • The priority assigned to the type of incident, via the impact level and the urgency level.

Example

1. You create a catalog entry called Equipment Incidents with the following information:

  • Group in Charge: Equipment Technicians
  • SLA: Within 8 hours
  • Standard workflow: Hardware and Software

Three lower-level categories are associated with this entry, automatically inheriting the following information:

  • Printer incidents
  • Laptop incidents
  • Fax incidents

2. Apply a specific workflow.

For the Printer incidents category, a different workflow is applied, replacing the standard workflow.
     ==>  Modification made only to the Printer incidents catalog entry.

3. Modify an item of information for the parent category.

The IT Department has been reorganized. A new group is now in charge of incidents related to equipment.
     ==>  Modification made only to the Equipment Incidents parent category, but automatically inherited by the three associated categories.

4. Apply an application perimeter.

Users located in Great Britain enjoy a shorter SLA deadline of Within 3 hours. Users in other locations have the standard SLA of Within 8 hours.
     ==>  Create an application perimeter for the Great Britain location and associate the Within 3 hours SLA deadline.

Notes

  • You can modify the parent category once the catalog entry has been created using the Reorganize wizard.
  • Modifications made to the parent category will be inherited by the associated lower-level catalog entries, except if they contain specific information.
  • Linked incidents are automatically managed by the workflow of the parent incident until its resolution or early closing. The closing workflow is then automatically run for each of the linked incidents.
  • You can update the catalog using integration models based on the Incident Catalog connector. Three versions of the connector are available.

Best Practice big icon.pngBest practice

  • You should make only the last level in the catalog selectable (type of object declared by users), not the intermediate or root levels.
  • To qualify an incident quickly in the quick call, you should specify the code of each selectable category.
  • Each catalog entry with a parent will automatically inherit the parent's information, such as its workflow or SLA. You should only enter information specific to the category.

Screen description

Incident catalog.png

Menu access: Operation > Catalogs > Incident Catalog

Code

Code: Alphanumeric code used to select the catalog entry quickly during manual data entry. In this case, the description is automatically displayed.

  • The code must be unique in the catalog.
Description

Description: Description of the catalog entry called Category for actions in workflow steps.

Manager

Manager: Name of the manager of the catalog entry. 

  • To use the value in this field in a workflow step, use the system role called @Catalog Manager.
  • You can define overrides depending on the user's location in the Application Perimeter - Locations tab.
GroupInCharge

Group in Charge: Name of the group in charge of the catalog entry. 

  • To use the value in this field in a workflow step, use the system role called @Catalog Group.
UnitPrice

Unit Price: Amount charged back by the IT Department for processing an object associated with the catalog entry. This amount is defined based on the SLA signed with the customer.

  • You can define overrides depending on the user's location in the Application Perimeter tab.
Currency

Currency: Currency of the amount charged back by the IT Department.

SLA

SLA: Name of the SLA applicable to objects associated with the catalog entry, used to calculate the target resolution date.

  • By default, the SLA is inherited from the parent category.
Workflow

Workflow: Standard workflow applied when the object associated with the catalog entry cannot be solved during its creation in the quick call and requires a transfer.

  • By default, the workflow is inherited from the higher-level catalog entry.
ImmediateSolutionWorkflow

Workflow (Immediate Solution): Simplified workflow applied when the object associated with the catalog entry is solved during its creation in the quick call and does not require a transfer.

  • By default, the workflow is inherited from the higher-level catalog entry.
ClosingWorkflow

Closing Workflow: Closing workflow applied to linked objects when the parent object associated with the catalog entry is solved or closed early.

  • By default, the workflow is inherited from the higher-level catalog entry.

Front Office by default: Used to indicate if the catalog entry is used for automatically qualifying incidents created in the Self Service portal (box is checked) or not (box is not checked).

Back Office by default: Used to indicate if the catalog entry is used for automatically qualifying incidents created in the quick call (box is checked) or not (box is not checked).

CannotBeRequested

Cannot Be Requested: When an object associated with a category is created, this indicates if the catalog entry can be selected from the list of categories available (box is checked) or not (box is not checked).

Best Practice icon.png  You should make only the last level in the catalog selectable, not the intermediate or root levels.

AllowChangingGroups

Allow Changing Groups: When transferring an object associated with the catalog entry, this indicates if the default group can be replaced by another (box is checked) or not (box is not checked).

PackageName

Package Name: Software distribution package required for the processing of objects associated with the catalog entry.

  • This field is specified for information purposes only. No specific processing is associated and the information is not displayed when an object associated with the catalog entry is created.
DefaultRootCause

Default Root Cause: Default root cause displayed when entering an intervention summary for an object associated with the catalog entry.

Best Practice icon.png  If restrictions are specified in the Authorized Root Causes tab, ensure that the default value belongs to the list of values entered because no control will be performed automatically.

Impact

Impact: When an object associated with the catalog entry is created, this is the default impact level used to calculate the priority level assigned to the object.

  • Priority = Impact + Urgency - 1
DefaultUrgency

Default Urgency: When an object associated with the catalog entry is created, this is the default urgency level used to calculate the priority level assigned to the object.

  • Priority = Impact + Urgency - 1
  • When the recipient is associated with a VIP level  or when the equipment is associated with a critical level (indicated by Red star.png in forms), the urgency level and the priority level will automatically be decremented by one.
StartEndValidity

Start of Validity/End of Validity: Validity period of the catalog entry.

  • When the end date is reached, the catalog entry will automatically be archived and will no longer be proposed.
  • You can define overrides depending on the user's location in the Application Perimeter - Locations tab.

Best Practice icon.png  Enter a start date greater than the current date to prepare the implementation of a new catalog entry. Once you have specified all elements, make the catalog entry visible by entering a date less than or equal to the current date. You can also delete the date.

CIRequired

CI Required: When an object associated with the catalog entry is created, this indicates if the CI is mandatory (box is checked) or not (box is not checked).

Note

Note: Comments on the catalog entry. You can also add images or tables using HTML tags.

List of tabs

       Incident catalog tabs.png

KnownErrors

Known Errors: List of known errors associated with the current catalog entry.

  • Update: Select Operation > Problems & Known Errors > Known Errors

News Articles: List of news articles associated with the current catalog entry.

  • Update: Select Operation > Problems & Known Errors > News Articles 

 

Discussions

Discussions: List of discussions related to the current catalog entry, 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 catalog entry.

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

Attributes: List of attributes related to the current catalog entry, corresponding to additional non-standard parameters.

ApplicationPerimeterLocations

Application Perimeter - Locations: List of overrides defined for the current catalog entry depending on the user's location. Conditions specific to that location, instead of the general conditions, will apply (e.g. SLA, manager, workflow, costs, etc.).

  • Update: Click Add icon.png in this tab.
  • Checkbox Available: Used to indicates if the entry catalog can be requested by a recipient belonging to the location (or lower-level locations) (box is checked) or not (box is not checked).
ApplicationPerimeterDepartments

Application Perimeter - Departments: List of overrides defined for the current catalog entry depending on the user's department.

  • Update: Click Add icon.png in this tab.
  • Only users belonging to one of the departments (or lower-level departments) can enter an object associated with the catalog entry.
HistoryOfChanges

History of Changes: List of all modifications made to the form of the current catalog entry.

  • The fields taken into account are defined using rules in the history of changes accessible in Administration > Parameters > History Management.
CI

CI: List of configuration items (CI) listed in the CMDB associated with the current catalog entry.

AuthorizedRootCauses

Authorized Root Causes: List of root causes that can be selected when entering an intervention summary for an object associated with the current catalog entry.

  • By default, all root causes defined in the reference table will be proposed when you enter the intervention summary. Complete this tab only if you want to restrict the list to specific values. If this is the case, indicate only the authorized values.
  • Among the values available, you can define the root cause proposed by default in the Details tab.

Procedure and Wizards

How to create an entry in the catalog

1. Select Operation > Catalogs > Incident Catalog and click Add icon.png. Specify the fields in the form and click Save icon.png.

2. Complete the fields of the form then click on Save icon.png.

3. Define possible access restrictions on certain departments / locations via Application perimeters. As well, define overrides  identifying specific conditions that apply to specific locations via Application perimeter - Location tab.

4. Enter a quick call for one of the categories in the catalog:

  • Check that the new incident automatically inherits the information of the catalog entry.
  • Check that access restrictions and overrides defined via applications perimeters are correctly applied.

Wizards

Reorganize

Reorganize: Used to move the catalog entry within the tree structure. All lower-level catalog entries will also be moved.

Delete

Delete: Used to delete the catalog entry. This is possible only if it is not used in the application.

Tags:
Last modified by Unknown User on 2019/05/31 20:45
Created by Administrator XWiki on 2016/09/29 15:47

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