This section focuses on Incidents processing how incidents are processed by agents. You can see The following diagram shows the incident state model on the screenshot below.
| Tip |
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Role required: incident_manager. |
Anchor state model state model 
| Note |
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Infrastructure Incidentsincidents do not cannot have the Rejected by User state.user and Information needed states. |
State Flow and Waiting states
The states of Incident Processing incident processing can be divided into:
- State Flow. When the When an incident is in the a State Flow state, for example, In Progresssuch as In progress, SLA indicators count down count down the time related to the incident processing until the SLA breachesis breached.
- Waiting. When the an incident is moved to the Waiting status (for example, Information Needed)a Waiting state, such as Information needed, all SLA indicators related to the incident stop the countdown.
State Flow
The State Flow group 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. |
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| Categorization | Assigned | The incident is categorized and assigned to a relevant person or a group. |
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| Diagnosis and Resolution | In |
| progress |
An agent started working on the issue. |
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| 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 |
assess the results. The caller receives a notification |
asking 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. |
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| Closed |
The Agent |
satisfaction and Service |
satisfaction fields are present on the form to evaluate the agent performance. |
- Below Expectations
- Meets Expectations
- Above Expectations.
On the Self-Service Portal, the caller can evaluate results. Values of these evaluations are connected to the values of choice options.
- Below Expectations = Disappointed
- Meets Expectations = Satisfied
- Above Expectations = Very Pleased.
not closed after it was marked |
as Completed, it |
will be closed automatically over an adjustable |
time frame as set in system properties. |
| Info |
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Only the incident caller has the right to close the incidentsincident. But However, in SimpleOne, this rule does not affect infrastructure incidents. The incidents of this type can be closed only by the responsible person agent after examination. |
Waiting
Waiting includes The Waiting group includes the following procedures and states: .
Procedure | State | Description | Available Transitions |
|---|
| Diagnosis and |
| Resolution | 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. |
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| Diagnosis and Resolution | Postponed | The incident can be marked Postponed if resolving the |
incident should be postponed for a known period. If the incident moves to this state, the agent should specify |
the resolving date in the Resumption of work field. |
But if the incident affects business functions, |
it should have at least a temporary workaround. |
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| Functional escalation | External Processing | If resolving the incident |
| requires involving a third party, after the reassignment, the incident |
| state should be changed to External Processing. After the |
| third party |
| involvement is over, the agent should change the incident state and the assigned user to the previous ones. |
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| Resolution | Rejected by User | If the caller is not satisfied with the agent |
| 's work on the incident |
| , |
| they can change the |
| state to Rejected by User |
| to further address the defects. |
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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.
Assign and update incidents
Once the incident is registered, it should be assigned to a responsible person or group for further processing processing. To assign an incident, please complete the following steps:
- Navigate to Incident Management → All Incidents and open the incident you want to work onassign.
- Find Select a user to assign the incident to in the Assignment Useruser field, click by clicking the magnifier icon
to select a user to assign the incident to. - (Optionaloptional) Complete the same step for the Assigned Group field.
The incident is assigned.
- group field.
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 incident state 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 service request and who have the itsm_agent role, or belong to the assigned group.
To make any updates to the incident, To perform any updates in the incident, please complete the following steps:
- Open the incident you want to an incident to work on.
- Change the desirable field(s)necessary fields.
- Click Save or Save and Exit exit to apply the changes.
Your changes will be displayed in the Activity Feed, in history. The following information is displayed:
- Who initiated the update
- Updated field
- Update initiator
- Field updated
- New field value
- Previous field value.
Activity view
Escalation rules
There are two possible types of escalationsescalation:
Functional. When the 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 An issue can be escalated up to the management.
Closure information
Based on the SimpleOne Incident Processing, when the SimpleOne state model, when an incident is resolved, it should be marked as Completed. It will denote , which denotes the incident closure. Also, the agent should provide the following details:
- Closure Codecode
- 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- notes
Closure code
This code specifies an option for the closure. SimpleOne has the following options:
Option | Description |
|---|---|
Solved 1st level | Service agents of the 1st level |
solved the incident without functional escalation. | |
Solved 2nd level | Service agents of the 2nd level |
solved the incident (service agents of the 1st level |
were unable to solve it). | |
Not Solved (Refused) | Agents could not reproduce the incident and did not find any disfunction. |
Not Solved (Dropped) |
When the request is not an incident |
but, for example, |
a |
Not Solved (No User Reaction) |
When a user did not provide additional information |
during the Information |
needed phase. |
Not Solved (Other) |
For all other reasons. |
Not Solved (Workaround) |
The incident has no permanent solution, but has a temporary workaround related to a known error. |
Closure notes
In the Closure notes field, add information on the work performed, and other information related to
the Known Error.this incident.
Process 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.
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