Incident views

Incident views

The left side menu enables to access several incident views.

The figures in parentheses indicate the number of incidents contained within the view.

All these figures are updated by clicking the incident management module icon.

This view contains all new incidents (status: “New”) having not yet been processed by the technical support center.

This list should be consulted regularly in order to verify if there are any new incidents (submitted via the Self-service Web application, for instance).

You may assign a technician to the incident or take the assignment yourself.

Due this week

This view contains all the service requests that are due over the current week.

The service requests which were due over the course of the previous weeks are also contained within this list.

My incidents

Contains all the open incidents to which you are assigned.

· An incident in bold font indicates that you have not yet taken notice of the incident. For example, incident 1352 in the image above has not yet been acknowledged.

· An incident in light grey font indicates that someone else is assigned to the incident and is responsible for its resolution. Such is the case for incident 1315 in the above example. See the “Escalate an incident to a level 2 technician” action for more information.

Views by incident priority (1- Urgent, 2- High and 3- Normal)

Incident priority indicates the order in which the incidents should be processed. Click here to learn more about priority management.

Other incidents views

The drop-down list contains other incident views.

To display a view, select the list and click the “Display” button.

Pending	Contains all pending incidents, grouped by reason for pending. The “Mark as pending” action enables to mark an incident as “Pending”.
Late	Contains all service requests that are late. A service request is late when the “Date required” has been exceeded.
Closed	Contains all the incidents having been closed over the previous 30 days. The “Mark as closed” action enables to close the incident.
Open	Contains all the open incidents grouped in several ways: Grouped by assignee: This list groups all open incidents by assignee. If there are unassigned incidents, they will be grouped together and it will be specified that they are unassigned. Grouped by site: This list groups all open incidents by site. If a site is linked to one or more CIs (workstations, laptops, servers, printers or software), then the site will correspond to that of the concerned CI. In the event where none of the linked CIs have a site, the site will be that of the user. Sorted by date: This list groups all open incidents in chronological order, from the most recent to the oldest.
Resolved	Contains all the incidents marked as “Resolved”. The “Mark as resolved incident” enables to mark the incident as resolved.

Incident views with SLAs activated

Once the Service Level Agreements (SLAs) have been activated, the various incident or SR views will be displayed with colors pre-determined during SLA configuration. These various colors highlight incidents and SRs that are late with regard to the SLA and those which have crossed a certain threshold regarding the maximum delay.

Here is an example of an incident view with SLAs activated.

It must be noted that in addition to incidents and SRs being coloured when the due date, 1^st or 2^nd warnings have been reached, the assignee may also be notified. It is thus important to configure the notification preferences so that the notification features fulfill your needs in the best manner. Click here to access the notification preferences help page.

It must be noted that an assignee may very well decide to not be notified of warnings. The notification preferences may be configured in such a way. On the other hand, the technical support center manager can, in order to follow incident/SR progress, be notified when an incident or SR is late, for instance.

Location: Index > Incident management module