Summary Tab - Incident

Summary

The Summary tab provides comprehensive details related to an Incident and gives access to the tabs required to work on the Incident. To view the details of a Customer select the Customer name link within the Incident Information screen. The Customer and Item assigned to the Incident can be updated within the Customer tab by selecting , when in Edit mode.

The Incident Information Summary tab 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.

Only Technicians assigned to the Team can edit the Incident.

For each Incident additional details and options are available within the Summary tab. These allow Users to add Notes, analyze the Incident and view its history. The options include:

Summary Tab Buttons
	Edit opens the Incident in edit mode. This allows the Incident details to be amended, Notes to be added and time is automatically recorded against the Incident whilst in edit mode.
	Opens the Incident in edit mode and moves directly to the New Note editor. See: New Note
	Duplicate creates a copy of the Incident and links the copy to the original Incident. The User can then amend the Customer or Item details, if required.
	Print opens a summary of the Incident in a Print View window. This includes a Description and all Notes added to the Incident. It is a good alternative for viewing Incident information within one window when adding a new Note. To remove Private Notes from the output, remove the tick in the 'Show Private Notes' box.
	Allows the User to create or view reminders related to the Incident. When published it will be displayed like the normal alert icon.
	The escalation buttons allow the User to escalate the Incident to next layer within the Team, or de-escalate the Incident to the lower level, if required.

Changing an Incident's Customer or Item

After an Incident has been created, it may be necessary to change the assigned Customer or Item. This may be the case when the Unknown Item is associated with a request, or a Service Item has been assigned to the Incident and the relevant hardware, software or network Item needs to be associated with the Incident. When the "Allow Unknown" option is disabled in the Setup>Privileges>Requests tab and a Incident that is assigned to the Unknown Item is opened in Edit mode, the User will be prompted to update the Item assigned to the Incident before the Save button action can successfully record changes to the Incident.

This option is required when an Incident is created through Email, as the Item assigned may be the system's default Unknown Item or the Org Unit's default Item.

To change the Item:

Click the Incident's Edit button
Select the Incident's Customer tab
Click the Item Number
The Find Item option appears.
Search and select a new Item
Click
Select the Summary tab to continue working on the Incident, or click Cancel and Done to close the Incident with the newly assigned Item.
Technicians do not have the ability to delete Incidents or Customers.

To change the Customer:

Click the Incident's Edit button
Select the Incident's Customer tab
Click next to the Customer Name
Search and select a Customer
Click
If the Incident's Item needs to be altered as a result of the Customer change the Find Item field appears. Search and select the appropriate Item using the Find Item search.
Select the Summary tab, to continue working on the request
Click Save.

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:

Select Edit within the Analysis tab
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.

Item Relationship Map and Assignment

Selecting opens a pop-up window that displays a map of Items that are related to the Request Item that can be navigated by clicking on the icons within the map. To view related Item information, scroll over the relevant Item icon.

Updating the Item associated with the Request

The Item associated with the request can be updated when in the request is in Edit mode:

Select
Navigate the map to move the relevant Item icon to the central point of the map
Select the Item icon label in the Map to move it to the central node.
Click the icon label when it is in the middle of the map
A warning message is displayed, prompting the confirmation of the Item change.
Select OK and the Item association will be updated
(If the Enable Item Shadow option is enabled by the Administrator in the Setup>Privileges>Customer tab, the change of Item information will not be visible on the Customer Portal.)
Select to close the window.
The Item assignment change is recorded in the Audit tab.

See: Item Relationships