Incidents

Incident Tab

Incidents are requests raised for Customers, or raised by a Customer through the Customer Portal for a support service. An Incident is raised against a Configuration Item (Item) within the system. Incidents are assigned to Technicians and are escalated according to the Service Level Agreement (SLA) used.

For Users with Manager access to the Incident Management Process the Incidents tab provides a read only view of Incidents logged with the application. The tab defaults to display All Incidents logged within the system. The default display is ten Incidents per batch. The list can be re-sorted by clicking on a column header, and the number of Incidents displayed per batch can be amended using the Display pop-up option.

Incident Search Tips

The Incident Search option has a default Status to search only Active Incidents. To ensure search success, select the relevant Incident Status. If unsure, select All. To search for multiple Incident numbers at once, insert a comma separator between Incident numbers
To search based on an Incident status, select the Incident Workflow option from the Workflow drop-down list. Once selected, a list of states will be displayed
To search by Classification, select an Item Category from the Category drop-down list. After the Category is chosen, a list of Classifications is displayed
To search based on the content of an Incident Description, select the Full Text option within the Search and enter a relevant term (See: Full text searches.)
To search using an Item's Custom field information, select the Item Category to display any Custom Fields enabled for that Item.

Viewing Incident Information:

To view Incident details, select the relevant Incident Reference # hyperlink and the screen will default to the Summary Tab. The Summary tab provides comprehensive details related to an Incident.

The summary information includes the following:

Summary Tab	Description
Contact	Displays the Customer assigned to the Incident and their contact information. Click on the Customer Name or Org.Unit link for more details relating to Customer and Org Unit. To update the Customer details assigned to the request, click on the Customer tab and ensure the Request is in edit mode.
Send Survey	This field is displayed when a Serviced Customer Survey is active in the system. The envelope icon allows the survey to be manually sent to the Customer.
Item	Displays the Item assigned to the Incident. Scroll over to view Item information recorded on the Details tab. Select the Type hyperlink for more information about the Item. Click to view the Item Relationship map. Any Item displayed in the map can be set as the Item associated with the Incident, by making it the central node of the Relationship map and clicking on the centralized map icon to confirm the Item assignment change. To update the Item details assigned to the request, click on the Customer tab and ensure the Request is in edit mode, or use the Update Item facility in the Relationships filter view of the impact tab.
Details
Classification	Displays the Incident Classification that was selected when the Incident was created. This can be updated, if required.
Priority	Shows the priority of the Incident, which determines the Service Level triggers applied to the Incident. If the Derived option is enabled in the applications Setup, then the Urgency and Impact drop-down lists are displayed. The User is required to select the corresponding Urgency and Impact for the Incident to alter the Priority assigned. See Priority.
Escalation	This is visible if the Escalation Control option is enabled in the application Setup. This is only available to the Supervisor and allows them to disable the escalation timers. See Escalation.
Escalation Layer	Shows the number of levels of Escalation that exist in the Team assigned to the Incident, and at which level the Incident is currently assigned.
Technician	The name of the Technician assigned to the Incident. When an Incident is assigned to the Queue, the name applied in the Technician field is System User. See: Queues.
Notification
Customer	Shows how updates regarding the Incident are sent to the Customer who logged the Incident, or to all Owners of the Item associated with the Request. Customer CCs is a free text field for any additional notification recipients, these can be divided into Customer and Technician CC lists. See: Notification.
Technician	Allows the User to adjust the default Technician notification between None, Email or SMS for updating the assigned Technician, all Technicians in the Team or Layer of Escalation assigned to the Incident. Technician CCsis a free text field for any additional notification recipients, these can be divided into Customer and Technician CC lists. See: Notification.
Alternate Team	Is visible if the Notify Alternate Team option is enabled in the Admin>Email>Setup tab and another Team within the same Process is included in the system. This allows the User to define another Team to be notified about updates regarding the Incident.
Incident
Team	Displays the default support Team assigned to the Incident. This can be changed by selecting another option within the drop-down list. The Team list is derived from the Workflow and Workflow State.
Workflow	Displays the default Workflow assigned to the Incident. This can be changed by selecting another option within the drop-down list. The Workflow list is derived from the SLA assigned to the Incident. Select to view the Workflow in its entirety.
Status	Shows the current Workflow State of the Incident. See Status.
Next Action	Lists all the States available after the current Incident State. This is based on the Workflow assigned to the Incident. To move the Incident through the Workflow, select a Status included in the list displayed.
Status Due	Details the expiry time for the current Workflow State if the State has an OLA assigned.
Service Terms
Agreement	Displays the Service Level Agreement assigned to the Incident. The SLA is derived from either the Item, Customer or Organizational Unit.
Service Manager	Displays the name of the Service Level Manager responsible for overseeing Incidents related to the assigned service agreement.
Progress	Visually displays how the Incident is tracking against the assigned SLA and displays the percentage of SLA used when greater than 10%. The grey progress bar is gradually filled in based on the status of the SLA: - Workflow is in an SLA paused State. Triggers will not fire. - Workflow is in an SLA timers on State. Triggers will fire. - Workflow is in an Exit State and the SLA has been successfully maintained. - Assigned SLA has been breached and Workflow is in an Exit State.
Dates	Summarizes the important date details for the Incident. The due date is automatically calculated based on the Service Level assigned to the Incident. See: Request Details.
Time Recorded	Displays the amount of time the Incident has been open and worked on. See: Time Recorded.
Affects	Displays the number of Users assigned to the Item.

The following information is available within the Incident Information screen: