Incident Processing

This section focuses on Incidents processing by agents. You can see the incident state model on the diagram below.

The states of Incident Processing can be divided into: 

• State Flow. When the incident is in the State Flow state, for example, In Progress, SLA indicators count down the time related to the incident processing until the SLA breaches.
• Waiting. When the incident is moved to the Waiting status (for example, Information Needed), all SLA indicators related to the incident stop the countdown.

State flow

State Flow includes the following procedures and states:

Waiting

Waiting includes the following procedures and states: 

Incidents prioritization

Incident priority can be figured out based on the incident impact and urgency using a priority matrix.

The impact of an incident indicates the damage that may be caused to the business user. In SimpleOne, the impact can be categorized as:

1. Low
2. Medium
3. High
4. Very High.

The urgency of an incident indicates the measure of time until an incident impacts on the business. In SimpleOne, the urgency can be categorized as:

1. Low
2. Medium
3. High
4. Very High.

Based on the priority, incidents can be categorized as:

1. Low
2. Moderate
3. High
4. Critical.

The priority matrix

Assigning and updating incidents

Once the incident is registered, it should be assigned to a responsible person for further processing. To assign an incident, please complete the following steps:

1. Navigate to Incident Management → All Incidents and open the incident you want to work on.
2. Add a user to the Assignment User filed by clicking the magnifier icon.
3. (Optional) Complete the same step for the Assigned Group field.

The incident is assigned.

There is also a quick way to assign an incident to a current user. To do so, click the Start work button in the right top corner to become the Assigned User. The state of the incident changes to In Progress automatically. The assigned group field remains unchanged (either with a group specified or empty). This button is available for all users who are not assigned to the incident and who have the itsm_agent role, or belong to the assigned group.

To perform any updates in the incident, please complete the following steps:

1. Open the incident you need to work on.
2. Change the necessary fields.
3. Click Save or Save and Exit to apply changes.

Your changes will be displayed in the Activity Feed, in history.

The following information is displayed:

1. Update initiator
2. Field updated
3. New field value
4. Previous field value.

Activity view 

Escalation rules

There are two possible types of escalations: 

• Functional. When 1^st level service agents cannot solve an incident for some reason (lack of authority or competence), they escalate it to the 2^nd level service agents.

• Hierarchical. This escalation is typically required when an incident is of a serious nature, or a set of incidents may take a lot of time. It is an escalation up to the management.

Closure information

Based on the SimpleOne state model, when the incident is resolved, it should be marked as Completed. It will denote the incident closure. Also, the agent should provide the following details:

• Closure Code
• Closure Notes.

Closure notes

In the Closure Notes field, you need to put down information on works performed and other information related to this incident. 

Closure code

This code specifies an option for the closure. SimpleOne has the following options:

Processing infrastructure incidents

Since infrastructure incidents are created without the involvement of a business user, their state model is different from other incidents. Infrastructure incidents do not have the Information Needed and Rejected by User states. When such incidents are closed, it is not required to fill in the Agent Satisfaction and Service Satisfaction fields.