Incident form
An incident is an event that is not
part of the normal course of activities and which causes or is likely to cause
a service breach or a reduction in the quality of services provided.
Upper section of the Incident form
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The “Incident” form is also used to manage
Service requests (SRs). |
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When
the incident represents a service request (SR), it is advisable to specify
the date required. |
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Click on the blue arrow on the
right hand side of the priority to be able to edit the Impact and the Urgency.
To see more information, click on Edit the priority.
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Click on the green arrow, located
next to the user, to open the user’s form. From the “User” form, it is
possible to view all the incidents related to that specific user.
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Due date field indicate the
date-time for the resolution of the incident according to SLA. Under this field, you will have the
information on the maximum delay for resolution and the time left before the
due date.
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Refer to the Incident Statuses Diagram to learn more
about the various incident statuses and about the actions to perform in order
to affect a change of status.
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Refer to the glossary to obtain a
definition of the following terms: incident,
service request, user, level 1 assignee, level 2 assignee.
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When an incident’s form is open,
the user’s contact information is displayed in the left side menu.
Lower section of the
Incident form
See below
for more information on the features contained therein.
The bottom
section of the incident form contains:
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The Incident tab, which is separated into two sections: one group of
fields for purposes of incident
classification, and one group of fields to input the resolution activities.
Note that when one proceeds to “mark an
incident as Resolved”, the resolution will then be displayed under the
“Log” field.
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The CI tab: enabling you to link
a CI to an incident.
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The Related incidents tab: enabling you to link an incident to another
incident.
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The Attached files tab: enabling you to attach a file to the incident.
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The History tab: enabling you to view an incident’s history of
modifications.
Location: Index
> Incident management module
See also: List of incident related actions | Diagram of incident statuses