Versions Compared

Old Version 67

changes.mady.by.user Anna Kryzhanovskaya

Saved on

compared with

New Version 68

changes.mady.by.user Dina Baksheeva

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.
Comment: Merged branch "DOC0000342" into parent
 In SimpleOne there are three ways to create an incident: 

Create an end-user Incident via the agent interface
Anchor
agent creation
agent creation

To create an incident, please complete the following steps below:

  1. Navigate to Incident Management → New.
  2. Fill in the fields.
  3. Click Save or Save and Exit to apply the changes.
Tip

You can copy the record number, title and link via the hamburger menu. To do this, click Generate link.

New Incident form fields

FieldMandatoryDescription
NumberYIncident number. This field has the INCXXXXXXX format
. This field
and is populated automatically.
CallerY
The
Specify the originator of the incident
, for example, end-user
.
CompanyNSpecify
a
the company to which the incident is related.
Contact TypeY

The source from which the request is received. Available options:

  • Phone
  • Email
  • Self-service
.
ServiceY
The
Specify the service affected by the incident.
Related CIsN
The
Specify the related configuration items
affected by
affected by the incident.
Assignment GroupY

Specify

a responsible

the group assigned to work on the incident.

Note

When an incident is assigned to a responsible group,

then

the Assigned User field becomes non-mandatory. The same goes for other task objects, like change requests or service requests.

There is a

dependence

dependency between the Assigned User and Assignment Group fields. To learn more,

please

refer to Restrictions for assignment. 


Later, you can reassign the incident by changing the value of this field or clicking Reassign in the upper right corner. 

Assigned UserY

Specify a responsible person to work on the incident.

Note

When an incident is assigned to a

responsible

user,

the 

the Assignment Group field becomes non-mandatory. The same goes for other task objects, like change requests or service requests.

There is a

dependence

dependency between the Assigned User and Assignment Group fields. To learn more,

please

refer to Restrictions for assignment. 

Later, you can reassign the incident by changing the value of this field or clicking Reassign in the upper right corner. The state of the incident will automatically change to Assigned, unless it is already in this state.

SubjectY
Describe the incident briefly
Add a brief description of the incident. After saving, the field is hidden from the form.
DescriptionN
Describe
Add a detailed description of the incident
in details
.
Steps to
reproduce
ReproduceNSpecify the steps to reproduce the incident.
ScreenshotNUpload
files for the detalization of
screenshots supporting the incident, if any. 
StateN

Specify the work state and progress of the incident. Available options:

  • Registered
  • Assigned
  • In Progress
.

See the Incident process article to learn more.

External TaskN

Specify the task to do for the external company.

Info

The field appears on the form when the state is External Processing. If the field is populated, it is displayed in other states.


External CompanyN

Specify the company that works on the incident task externally.

Info

The field appears on the form when the state is External Processing. If the field is populated, it is displayed in other states.


Impact  

Anchor
impact
impact

Y

Measure the

effect

impact caused by the incident on the business processes

and select one of the impact available

. Available options:

  1. Low
  2. Medium
  3. High
  4. Very High
.
UrgencyY
Identify how soon the incident will affect the business and select one of the available

Specify the urgency of the request. Typically, it is evaluated based on the time remaining until the incident impacts the business. Available options:

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

Identifies the importance of the incident.

The priority

This field is populated automatically based on

its impact and urgency

the value of the Impact and Urgency fields. Available options:

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

See the Priority Management article to learn more.

Attention RequiredNSelect
this
the checkbox to notify the line manager of the assigned group/assigned user.
Major IncidentNSelect
this
the checkbox to create a major incident.
Infrastructure IncidentNSelect
this
the checkbox to create an infrastructure incident.
Followers ListN

Contains a list of users subscribed to receive notifications about this incident. This field is populated automatically.

Info

The field appears if at least one user followed the incident and is read-only.


Create an infrastructure incident

Infrastructure An infrastructure incident is an incident created by service agents of the 1st or the 2nd level levels or by the integrated monitoring system.

Note

Please note that an An end-user cannot create an infrastructure incident. 

To create an infrastructural an infrastructural incident, complete the steps as described above, but select the checkbox Infrastructure Incident.

In this caseWhen Infrastructure Incident is selected, the choice list in the the Contact Type field will be changed. The options will beis changed:

  • Monitoring
  • 1st level
  • 2nd level
.
Info

In practice, incidents with the Contact Type = set to Monitoring are created by created by an integrated monitoring system automatically.

Create a major incident

A major incident is the is the highest-impact, highest-urgency incidentan incident of the highest impact and highest urgency. It affects a large number of users, depriving them of vital business functions. Major incidents have a separate procedure with shorter timescalestime scales. Generally, major incidents require a large number of people of various hierarchy levels of the hierarchy to be involved.

To create a major incident, complete the steps as described above, but select the checkbox Major Incident.

After creating it, a new tab, Chronology, will be displayed after the next to the Related Records tab.

Note

When the checkbox Major Incident is selected, the Incident Impact field value changes from the chosen value to Very High.


Creating an end-user incident via the Self-Service Portal
Anchor
portal creation
portal creation

To create an Incident, please follow the steps below:

  1. Navigate to your Portal main page
  2. Click the Create Incident block and fill in the fields.
  3. Click Save.

Image Removed

New Incident form fields

FieldMandatoryDescription
UrgencyYThe measure of time

Specify the urgency of the request. Typically, it is evaluated based on the time remaining until the incident impacts

on

the business. Available options:

  1. Low
  2. Medium
  3. High
  4. Very High
.
SubjectYBrief Add a brief description of the incident.
DescriptionNDetailed Add a detailed description of the incident.

You can track the work process on the incident on the  My Tickets page. To open the record of the incident, please complete the following steps: 

  1. In the header, navigate to Cabinet → My Tickets.

  2. Click My Incidents on the left.
  3. Check the state of the created incident.

You Also, you can also see more information about the incident by clicking on the number.   

Inquiry

User query to Incident transformation 
Anchor
transformation
transformation

Tip

Role required: incident_manager.

Inquiry A user query is a higher-level entity than the Incidentan incident. It can be converted to the into a request of the other another type, including Incidenttype "incident." The conversion is available only via through the agent interface.

To make a transformation Inquiry → Incident, please complete the following steps:

  1. Navigate to Inquiries → All InquiriesNavigate to User Queries → All User Queries.
  2. Open the inquiry user query you need to convert.
  3. Click the Incident form  button at in the top-right corner of the pageform.

Info

The Incident button might be absent if the incident was has already created from this inquiryuser query. In this case, the incident and the inquiry will be user query are linked to each other:

  • The reference to the incident will be incident is displayed in the Related Ticket field of the inquiryuser query.
  • The reference to the inquiry will be user query is displayed in the Related Records tab of the incident.


Table of Contents
absoluteUrltrue
classfixedPosition
printablefalse