Events
Definition
An event refers to a change of state that has an impact on a service or a configuration item (CI). It is not necessarily related to any malfunctioning. It generates a notification or an alert sent to Service Manager by a monitoring tool.
EndDefinition
Each event:
- Is created as follows:
- Generally automatically. You can create it directly in the service or CI, or using a monitoring tool (via web services, a scheduled integration or an email sent to the Technical Support Agent).
- Manually if it was not detected automatically.
- Is associated with a catalog entry, through its category.
- Is managed by the workflow of the category.
- Can be linked to an incident.
Process for handling an event. See the life cycle
- The workflow starts once the questionnaire defined in the initial step, if any, is completed. This can be a standard or multi-section questionnaire.
- It generates automatic / REST actions.
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.
Objectives of the event log
- View the operational state of systems in real time 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
- Graphic interface:
- General overview of the form.
See the Fundamentals.
- Screens in the Event form
- General overview of the form.
- History of actions
Menu access
Service Operation > Events > Events
Description of tabs
TabUpdateRules_After2016Versions
Click to see the general principles for updating tabs.
Create a new item | Delete an item or association with a related item |
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Run the New wizard at the top of the tab |
Move the cursor over the corresponding item and click |
Alphabetical order of the tabs
QuickAccess
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Activity
Event 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.
Timeline
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.
Click to see the operating principles of the timeline
Representation | Description | |
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History of actions
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Different options allow to adjust the size of the timeline.
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History of actions in Timeline mode
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History of actions in Table mode
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Wizards
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Details
ObjectNumber
Number: Automatically generated number of the current object when it was created.
Status
Status: Current status of the current object, automatically updated via the steps of the workflow.
Priority
Priority: Level priority 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 was reported to the IT Department.
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.
- When you create a ticket for a CI associated with a critical level (indicated by
in forms), the urgency level will automatically be decremented by one. This means that the urgency and the priority level increase by one.
CIName
CI Name: Configuration item (CI) related to the current object.
- Click
to display the CMDB graph.
- When you create a ticket for a CI associated with a critical level (indicated by
in forms), the urgency level will automatically be decremented by one. This means that the urgency and the priority level increase by one.
ButtonCreateTask
Create Task: Used to store the trace of an unplanned action in the processing of the current object.
example 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 Error log or screenshots
- You can also access the documents 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
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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.
Attachments
AttachmentTab
List of documents attached to the current object. 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.
- Update: Use the Link Event to an Incident wizard and the New Incident from the Event wizard. In an incident, use the Link Event to an Incident wizard.
- The status of the current event will not have any impact on linked objects.
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 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