Analysis

The Analysis tab is used to search for Solutions, Workarounds or to relate the current Incident with other requests. It also allows the User to convert an Incident, logged against a Service Item, to a Service Request.

To assign a Solution to the Incident, the User can apply Proposed Solutions presented by the application or use the Search Solution facility. If a Solution Article does not exist, an Incident solution can be created within this screen. Once a Solution is applied to the Incident, the application automatically closes the Incident.

Searching for a Solution

To Search for a Solution:

1. Click on the number of the required Incident
   The Incident Information screen appears.

2. Select the Analysis tab

3. Click Edit
   The drop-down list will become active.
   
   

4. Select from the available options, as follows:

   Analysis Tab Drop-down Options
   Proposed Solution	Displays a list of all solutions with a search based on Incident Description, Item Type and Classification. To assign a Solution, select the Solution ID number to display the solution in full. Click Resolve if the Solution is relevant. This will close the Incident and update the Customer.
   Search Solution	Allows Users to enter full text or ID number to search for possible Solution Articles. To assign a Solution, select the Solution ID number to display the Solution in full. Click Resolve if the Solution is relevant. This will close the Incident and update the Customer.
   New Solution	Displays Knowledge Base editor to allow the User to enter a new Solution. Solution Articles are used as Proposed Solutions for future Incidents. See: Solution Article.
   Convert to Service Request	Allows the User to make the current Incident a Service Request and maintain the current identification number for Customer correspondence purpose, while recording the action in the Audit Trail.
   Proposed Workaround	Displays a list of all Workarounds with a search based on Incident Description, Item Type and Classification. To assign a Workaround, select the Workaround ID number to display the Workaround in full. Click "Apply" if the Workaround is relevant.
   Search Workaround	Allows User to enter full text or ID number to search for an existing Workaround Article. To assign a Workaround, select the Workaround ID number to display the Workaround details. Click "Apply" if the Workaround is relevant.
   New Workaround	Displays Knowledge Base editor to allow the User to enter a new Workaround. Workaround Articles are used as Proposed Workarounds for future Incidents. See: Workaround Article.
   Alerts	Shows details of the Alerts that have been created within the Incident.

5. Click Save.

Proactive Analysis during Incident Creation

During Incident creation after the Incident Description is completed, the system automatically searches the Knowledge Base for possible Solutions or Workarounds that may be related to the Incident. This search is based on the Item Type, Classification and text matching of existing Articles with the Incident Description content. Proposed Solutions or Workarounds are visible when the Proposed Solutions or Proposed Workarounds filter is selected within the Analysis tab.

To assign a proposed Solution or Workaround to an Incident:

1. Select the Article ID number
   The system will display the Solution or Workarounds details screen.
   
   

2. Select the Apply button.
   The Incident is automatically closed when a Proposed Solution is applied. When a Proposed Workaround is applied the Incident status remains unchanged.

Converting an Incident to a Service Request

An Incident that has been logged against a Service Item, can be converted to a Service Request within the Analysis tab. This action results in the Service Request maintaining the same request identification number and audit trail, which records the conversion.

To convert an Incident logged against a Service Item to a Service Request:

1. Select Edit within the Analysis tab

2. Select the Convert to Service Request option.
   The Incident ID # is associated with a new Service Request and the Request is assigned the Entry State of a relevant Service Request Workflow. The audit trail of the Service Request records the conversion time and date. The customer is not notified about the Process amendment.

Linking requests

Within the Analysis tab, Incidents can be linked to other Incidents within a pre-existing Incident Group, or linked with existing Problem and Change Groups. A new Problem or Change Request can also be automatically created and associated to the Incident within this Tab.

To link an Incident to a Group within the Analysis tab:

1. Select Edit
   The drop-down list becomes available.

2. Search for a request Group using full text or ID number

3. Select the relevant search result ID number.
   This automatically adds the current Incident to the existing Group.

Creating a Problem or Change Request within an Incident

An Incident can prompt the creation of a Problem or RFC within the Analysis tab. This will move the current Incident status to On Hold - Process Escalated, and link it to the new Problem or Change Request group.

To escalate an Incident to another Process:

1. Select Edit within the Analysis tab

2. Select the New Problem or New Change Request option.
   The Incident is automatically escalated and its status changed to On Hold - Process Escalated.

• When the related Problem or Change is moved to an Exit State, the Incident is automatically moved to the default Exit State, if not already closed.

Creating an Alert

To create an Alert that is associated with the Incident, within the Analysis tab:

1. Select Edit within the Analysis tab

2. Select the Alerts option in the drop-down list
   The New button is made accessible.

3. Click New

4. Refine the content for each required field:

   Alert Details	Description
   Created	The current date and time.
   Publish	The date the Alert is published. Use the calendar icon to the right of the field, to select a Publish date. Set to a date in the future, or use the default to publish the Alert immediately.
   Dismiss	The date the Alert ceases to be available. Use the calendar icon to the right of the field, to select a Publish date. On this date,  the Alert will disappear from a User's Alert list.
   Severity	The type of Alert to be published. The choices are: Information – for general Alerts Warning – to warn Users of potential issues Urgent – to publish an urgent actionable message. The icon appearing with the message will depend on the type of Alert.
   User	The User type to receive the Alert, which include: Specific Customer or User - In the Find User or Customer list, click search to select the recipient from the drop-down list. User Role - An Alert sent to a User Role will go to all Users with that Role. Personal Alert - A personal Alert appears on the User's own screen at the Publish date. Organizational Units - In the Find Org. Unit field,  search and select the recipients. Public - A Public Alert appears when the Public Alert link is selected on the Login Page.
   Title	Enter the title of the Alert.
   Message	Enter the main content of the Alert.

5. Click Save.

Article Button

When a Solution has been applied or proposed for a request with the Create Knowledge option set to No, the Solution is visible within the Analysis tab and not available within the Knowledge Base. To manually escalate a request Solution to a Knowledge Base Solution Article, with the Analysis tab in Edit mode, select the Article tab.

Remove Button

When a Solution has been applied or proposed for a request, the Solution or Knowledge Base Solution Article is visible within the Analysis tab. To disassociate a Solution from a request, with the Analysis tab in Edit mode, click the Remove button. The Analysis tab will now only display the default drop-down list options.