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.
The Operations>Incidents tab defaults to display all Incidents logged within the system. The other available Incident Filters include:
My Active Incidents - displays all open/pending Incidents that are assigned to the logged-in User
My Teams Incidents - displays all the Incidents allocated to the Teams that the User is assigned
Incident Queue - displays Incidents assigned to the system User by default, which Technicians can reassign after viewing. (This is only available if the functionality is enabled for the system and Team.)
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 altered using the Display pop-up option.
To create an Incident within the system, the following information is required:
Incidents that are created by Customers through the Customer Portal or via email, can be forwarded to a holding bay or queue, if this functionality is required by the Service Desk. The capability can be enabled system-wide but applied on a per Incident Team basis, as needed.
When an Incident is assigned to the Queue, the name applied in the Technician field is System User.
See: Incident Queue
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.
To easily access up to the minute details regarding Incident activity within an RSS feed browser bookmark, Users can subscribe to RSS feeds by selecting the RSS button within the Incident list. When the RSS button is selected, Users are presented with the application options for subscribing to receive the information and where the Recent Activity information is to be accessed. To readily access the information through a browser window, save the feed to the Bookmarks Bar.
The following is an example of the information obtained by clicking
on the RSS bookmark:
