This section focuses on Incidents processing by agents. You can see the incident state model on the diagram below.
Role required: incident_manager.
Infrastructure Incidents do not have the Rejected by User state.
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:
Procedure | State | Description | Available Transitions |
---|---|---|---|
Logging | Registered | The incident is recorded (via phone/email/Self-Service Portal) but not yet categorized. |
|
Categorization | Assigned | The incident is categorized and assigned to a relevant person or group. |
|
Resolution | In Progress | A person started working on the issue. |
|
Closure | Completed | An incident is resolved when the agent provides temporary workarounds or permanent solutions. The agent changes the state to Completed so that the caller could decide on the results. The caller receives a notification. They are asked to evaluate the agent's job and the service level. If the user is satisfied with the solution, the incident is marked as Closed; otherwise, it is Rejected by User. |
|
Closed | There are Agent Satisfaction and Service Satisfaction fields on the form to evaluate the agent performance. Each field has three following values:
On the Self-Service Portal, the caller can evaluate results. Values of these evaluations are connected to the values of choice options.
If an incident is not closed after it was marked as Completed, it can be closed automatically over an adjustable timeframe that is set in system properties. |
Only the incident caller has the right to close the incidents. But in SimpleOne, this rule does not affect infrastructure incidents. The incidents of this type can be closed only by the responsible person after examination.
Waiting
Waiting includes the following procedures and states:
Procedure | State | Description | Available Transitions |
---|---|---|---|
Investigation and diagnosis | Information Needed | If the issue description is not clear enough, the agent can request additional information by changing the incident state to Information Needed. Once the information is received, the agent should change the state to the previous one. |
|
Resolution | Postponed | The incident can be marked Postponed if the resolving incident should be postponed for a known period. If the incident moves to this state, the agent should specify resolving date in the Resubmission field. But if the incident affects business functions, then it should have at least a temporary workaround. |
|
Functional escalation | External Processing | If the incident solving requires 3rd party engaging, then, after reassignment, the incident state should be changed to External Processing. After the 3rd party engaging is over, the agent should change the incident state and the assigned user to the previous ones. |
|
Resolution | Rejected by User | If the caller is not satisfied with the agent working on the incident after completing it, they can change the state to Rejected by User to address the defects. |
|
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:
- Low
- Medium
- High
- 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:
- Low
- Medium
- High
- Very High.
Based on the priority, incidents can be categorized as:
- Low
- Moderate
- High
- Critical.
The priority matrixImpact / Urgency Low Medium High Very High Low Low Low Moderate High Medium Low Moderate Moderate High High Moderate Moderate High Critical Very High High High Critical Critical
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:
- Navigate to Incident Management → All Incidents and open the incident you want to work on.
- Add a user to the Assignment User filed by clicking the magnifier icon.
- (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:
- Open the incident you need to work on.
- Change the necessary fields.
- 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:
- Update initiator
- Field updated
- New field value
- Previous field value.
Activity view
Escalation rules
There are two possible types of escalations:
Functional. When 1st level service agents cannot solve an incident for some reason (lack of authority or competence), they escalate it to the 2nd 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:
Option | Description |
---|---|
Solved 1st level | 1st level of service agents solved the incident without functional escalation. |
Solved 2nd level | 2nd level of service agents solved the incident (the 1st level of service agents was unable to solve it). |
Not Solved (Refused) | Agents could not reproduce the incident and did not find any disfunction. |
Not Solved (Dropped) | This closure code is chosen when the request is not an incident at all, for example, it is a Change Request. |
Not Solved (No User Reaction) | This closure code is chosen when the user did not provide additional information after they were asked about this during the Information Needed phase. |
Not Solved (Other) | This closure code is for all other reasons. |
Not Solved (Workaround) | This closure code means that the incident has no permanent solution, but a temporary workaround related to the Known Error. |
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.
- No labels
2,786 Comments
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