Incidents

Last modified on 2024/01/03 15:47

Definition

An incident refers to a disruption or degradation in the performance of a service for an item of equipment, a configuration item (CI), an application, etc.. 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 created as a ticket as follows:
  • Is associated with a catalog entry, through its category.
  • Is managed by the workflow of the category.
  • Can depend on a parent incident and be linked to a problem or known error as a several incident.
  • Can be associated with a news article and identified as a major incident.
     

Process for handling an incident. Open url.png  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 actions which can be manual actions or automatic actions. Open url.png See Action types.
  • 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 place on hold in the case of events for which the IT team is not responsible.

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

  • The requestor and the recipient may be the same person.
  • 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.

Caution

Application rules of SLAs

SLA_ApplicationRule
  • The SLA applicable is always the most restrictive one, i.e. the one with the shortest resolution time, of the two SLAs defined respectively for the catalog category and for the SLA by priority.
  • The SLA by priority is automatically readjusted when the levels of urgency and impact are modified when creating the ticket. It also takes into consideration the VIP level of the recipient.
        Open url.png See the examples.
SLA_ApplicationRule_Override
  • You can use the Change SLA wizard to override the SLA. If this is the case, the new SLA will be applicable.

Best 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

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 of the tabs

QuickAccess

Activity

Incident 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.
         Action tab - Timeline.png

Representation Description
Timeline - Detail.png History of actions
  • The history is displayed in reverse chronological order.
  • To Do section: Actions to be performed.
  • Done section: Actions performed and completed.
    • A counter indicates you the number of actions.
    • Click the title of the section to display or hide the actions.
    • You can display the history in a timeline or in a table. Switch to the two modes using the Display as table icon.png and Display as timeline icon.png.
    • Note: You can change the information of a completed action. Open url.png See the procedure.
  • (1) Click the icon next to the action or click the label of the action to display its details in the sidebar pane.
  • (2) Move the cursor over the icon to display the type of action.
Timeline - Tools.png Different options allow to adjust the size of the timeline.
  • The Compact mode is used to not display actions associated with an action type whose Hidden in the Action History flag is checked. Otherwise all the actions will be displayed.
    • When you select this mode, the history counter indicates you the number of hidden actions.

      example 3 / 5 ==> It indicates than two actions are hidden.

    • When you do not select this mode, all the actions will be displayed. The history counter indicates you the total number of actions.
  • Plus icon.png: Used to expand the timeline and display each action fully.
  • Minus icon.png: Used to reduce the timeline.
Timeline - Action history as timeline.png History of actions in Timeline mode
  • Display as table icon.png: Used to return to the history in Table mode.
  • Edit icon.png: Used to open the form editor to select the fields displayed in the history.
  • (1) Click the icon next to the action or click the label of the action to display its details in the sidebar pane.
  • (2) Move the cursor over the icon to display the type of action.
  • (3) Move the cursor over the Action timeline - View description on hover icon.png icon to quick view of the contents in the Comment / Description / Solution field.
    • The icon is displayed only if the field contains content.
Timeline - Action history as table.png History of actions in Table mode
  • Display as timeline icon.png: Used to return to the history in Timeline mode.
  • Display as large table icon.png: Used to display the table of the history over the full width of the page. Click Display as large table icon.png to return to standard display.

    Display as large table.png

  • Display as high table icon.png: Used to display the table of the history over the full height of the tab. Click Display as large table icon.png to return to standard display.

    Display as high table.png

  • Edit icon.png: Used to open the form editor to select the fields displayed in the history.
  • (1) Click an action to display its details in the sidebar pane.
  • (2) Move the cursor over the Action timeline - View description on hover icon.png icon to quick view of the contents in the Comment / Description / Solution field.
    • The icon is displayed only if the field contains content.
Activity wizards.png Wizards
  • (1) Wizards that can be run outside the workflow are found at the top of the tab.

    example 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 Process this Action, Notify Support Person, Create Related Action

Details

ObjectNumber

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

Best Practice icon.png  You can format the number via the Administration > Parameters > Auto-Inc Fields menu.

CreationDate

Creation Date: Creation date of the current object.

  • The date is used as the start date and time for calculating SLA maximum time.
  • This 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.

Best Practice icon.png  You can display the workflow associated with the current object by clicking ▼ next to the Status field. Next, click World icon.png Display Related Information. The current step will be highlighted in red.

Priority

Priority: Level priority automatically calculated based on the urgency and impact of the current object.

Best Practice icon.png  You can use the priority to prioritize the processing of tickets with identical SLA target dates/times.

MaxResolution

SLA Target: Date by which the IT Department must have resolved the current object.

  • This is calculated using the start time of the current object and by applying the SLA of the current object.
  • 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 current 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 ticket is created.

  • You can use a template to create a ticket from the quick call by clicking the Copy From Template action button. Open url.png See the procedure.
  • The preloaded information is specific to the template.

Best Practice icon.png  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.

     Open url.png  See How to manage templates

Recipient

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

  • When you create a ticket for a recipient user associated with a VIP level (indicated by Red star.png in forms), the urgency level will automatically be decremented by one. This means that the urgency and the priority level increase by one.
RequestingPerson

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

Phone

Phone: Phone number of the recipient.

Category

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

CIName

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

  • Click CMDB Graph icon.png to display the CMDB graph.
  • When you create a ticket for a CI associated with a critical level (indicated by Red star.png in forms), the urgency level will automatically be decremented by one. This means that the urgency and the priority level increase by one.
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.

  • When you create a ticket for a CI associated with a critical level (indicated by Red star.png in forms), the urgency level will automatically be decremented by one. This means that the urgency and the priority level increase by one.

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

Duration

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: SLA applied to the current object.

   Application rules of SLAs:

SLA_ApplicationRule
  • The SLA applicable is always the most restrictive one, i.e. the one with the shortest resolution time, of the two SLAs defined respectively for the catalog category and for the SLA by priority.
  • The SLA by priority is automatically readjusted when the levels of urgency and impact are modified when creating the ticket. It also takes into consideration the VIP level of the recipient.
        Open url.png See the examples.
ImmediateSolution

Immediate Solution: Used to indicate if the IT Department has solved the current object right from the quick call (box is checked) or if one or more actions have been carried out by different Support persons (box is not checked) involving a transfer or escalation.

MaxResolution

SLA Target: Date by which the IT Department must have resolved the current object.

  • This is calculated using the start time of the current object and by applying the SLA of the current object.
  • The date is displayed in the time zone of the recipient.
SolutionDate

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

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.
TimeToSolve

Time to Solve: Actual processing duration of the current object, taking into account the service hours of the IT Department and public holidays (OLA/UC defined for the workflow).

  • Duration expressed in HH:MM.
TotalCosts

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.

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 same category as 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  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.

  • When you create a quick call, if the field Equipment is not entered, it will automatically be updated with the CI Name value of the selected service.
  • 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  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  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)

     Open url.png  See the procedure

Using a quick access command

You can define a quick access command to run the case creation wizard directly in the search field in the top banner.

     Open url.png See the procedure

       Ticket via Quick access command.png

How to manage templates

TemplateManagement_Procedure

Step 1 (optional): Select the fields that should not be duplicated 

1. Select Administration > Parameters > Other Parameters in the menu.

2. Select Other Parameters > {SM} Exclude SD_REQUEST fields when duplicating incidents.

3. Specify the fields you do not want to duplicate when using the template.

  • Each field name must be separated using the semicolon (;).

example  HOUR_PER_DAY;ESTIMATED_PERCENT_COMPLETE;BUDGET_PLANNED

   Date and System fields are never duplicated.

example Incident number; request number

Step 2: Create a template

1. Open the form of the object to be used as a template.

    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 3: Use the template when creating a quick call

1. Click Copy From Template in the quick call.

2. Select the relevant template.

The quick call will be preloaded with data from the template fields.

EndTemplateManagement_Procedure

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
Link to a Change Request
Link to a Service Request
Cancel Relation with Parent Record
Change Target Resolution Date
Change SLA
Close
Report Major Incident
Duplicate
Create Unavailability
Send Email to Requestor
Impact Analysis
End of Unavailability
Execute Script
Urgency Change
Notification for Action
Notification for Information
New Problem
New Knowledge
New Change Request
New Service Request
New Known Error
New Task
Notify Support Person
Reminder for Support Person
Reopen
Reopen and Requalify
Availability simulation
Place on Hold / Continue

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