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Role required: incident_manager. |
Create an incident announcement
You can create an announcement to inform affected users that the incident is being processed. For more information, see General Concepts and Procedures.
Create relationships
You can create relationships between incidents and other types of tasks.
To create a relationship, To create an Incident announcement, please complete the following steps:
- Navigate to to Incident Management → All Incidents Incidents and open the incident you need.
- Click the Create Announcement at the top right.
- Fill in the fields.
- Click Save or Save and Exit.
As a result, a new announcement is created in the Announcement table. It also has a reference to the incident in the Related Incident field. This announcement record is also displayed in the Related Lists area on the incident form.
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You can create as many incident announcements as you need. |
Incident Announcement form field
Number
Announcement state. This field is populated automatically with New, as it was just created. Other options:
- Review – the announcement must be reviewed. After setting this state, notifications are sent to all emails specified in the Reviewer’s Email field.
- Published – the announcement is displayed on the Self-Service Portal and/or sent via email. Select via Email and/or via Portal checkboxes accordingly.
- Inactive – the announcement is inactive. It is not displayed on the Self-Service Portal and/or not sent via email.
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Only active announcements {state IS Published^via Portal IS Yes} are displayed to Portal users. |
- Open the Related Records tab.
- Click the magnifier icon Image Addednext to the appropriate field.
In the window that appears, choose the necessary option.
Сlick Save to apply the changes.
Available options:
Recovery– informs that some service or CI recovery activities have been started.Add a description.
Creating relationships
You can create relationships between incidents and other types of tasks.
Relationship types
Type | Description |
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Related Problems | The incident is related to the problems specified. |
Related InquiryUser Query | The incident is related to the inquiry user query specified. |
Solved by Changes | The incident is solved / or can be solved by the change request specified. |
Caused by Changes | The incident is caused by the change request specified. |
Master Parent Incident | The incident has a master incident (this essence is opposite to the child incidents)parent incident. |
Slave Child Incidents | The incident has one or more child incidents (see above on this page). |
Related Articles | The incident is related to the Knowledge Base article specified. |
Known Error | The incident is a known error known error. It has a recorded root cause and a workaround. |
Related Request | The incident is related to the service request specified. |
To create a relationship, please complete the following steps:
- Navigate to Incident Management → All Incidents and open the incident you need.
- Open the Related Records tab.
- Click the magnifier icon Image Removednext to the appropriate field.
In the window appeared, choose the necessary option.
Сlick Save to apply changes.
Related Event | The incident is related to the event specified. |
"Parent-child" relationship between incidents Anchor parent child incident parent child incident
parent child incident | |
parent child incident |
Create such a You can create a "parent-child" relationship to link two or more incidents with each other in a “parent-child” model.
To make the current incident a parent to another existing incident, please complete the following steps:
- Navigate to Incident Management → All Incidents and open an incident that you want to be a parent incident.
- Open the Related Records tab.
Click on the magnifier icon next to the Slave Child Incidents field. The incident list will appear.
Tooltip onlyIcon true appendIcon info-filled iconColor blue You can also use an the autosuggest feature when choosing records in Master Parent Incident or Slave Child Incidents. To do thisso, start typing the incident number or incident subject.
- Select the necessary incidents from the list. Click on the checkbox icon on the left.
- You can choose more than one item, ; all of them will be slaves children for the master parent incident.
- Click the Select Items button at the top. The Level of Dependency field is automatically populated with the Master value and remains read-only.
- Click Save or Save and Exit to apply the changes.
To make the current incident a child to another existing incident, please complete the following steps:
- Navigate to Incident Management → All Incidents and open an incident that you want to be a child incident.
- Open the Related Records tab.
- Click on the magnifier icon next to the Master Parent Incident field.
- Select the incident you need want to be a the parent for the current incident.
- The Level of Dependency field is automatically populated with the Slave value and remains read-only.
Click Save or Save and Exit to apply the changes.
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You can close all slave child incidents related to the master parent incident with a bulk action, without navigating having to navigate to a form of every slave child incident. To do thisso, please complete the steps below:
The state for all slave child incidents will be changed to Completed, too. The closure notes and other service information will be transferred from the master parent incident. Also, when you comment on a master parent incident, the comment you made is transferring transferred into slave its child incidents in two ways, depending on the comment type:
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Create an incident task
If solving an incident solving requires participation of various departments' participation, you can create an incident task for each of them. They will be related to the parent incident, but not like in the "parenparent-child" model.
To create an incident task, please complete the following steps:
- Open the incident you want to work on.
- Scroll down the page to Related Lists.
- Open the Incident Task tab.
Click New and fill in the fields.
- Click Save or Save and Exit to apply the changes.
You can create as many incident tasks as you need.
Incident Tasks form fields
Field | Mandatory | Description | |||||
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Number | Y | This field contains an incident task number in INTXXXXXXX format . It and is populated automatically. | |||||
ParentIncident | Y | Specify the incident for which you need to create a task. This field is populated automatically with the number of the parent incidentpopulated automatically when you create an incident task from the related list on the incident form. | |||||
State | N | Y | The state of the task. This field is populated automatically. Available options:
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Subject | Y | Add a short description for the task. | |||||
Assigned UserDescription | YN | Choose a responsible person you wish to assign Add a detailed description for the task to. | |||||
Followers list | N | Specify the users to receive notifications, when:
The users will not receive notifications when a user Follows or Unfollows the record on their own using a corresponding UI-action on the form.
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Assignment Group | Y | Choose a responsible group you wish to assign the task to.
There is a dependence dependency between the Assigned User and Assignment Group fields. To learn more, please refer to Restrictions for assignment. | |||||
Subject | Y | Specify the task subject. | |||||
Description | N | Describe the task by giving more details. | |||||
Followers list | N | The field displays a list of users who follow the task for tracking updates. | |||||
Schedule tab | |||||||
Planned Start Datetime | N | The date when the assigned person is supposed to start working on this task. | |||||
Planned End Datetime | N | The date when the task should be in Completed or Closed. | |||||
Actual Start Datetime | N | The date when the assigned person started to work on this task. The agent should fill in this field. | Actual End Datetime | N | The date when the assigned person finished the work on this task. The agent should fill in this field.|||
Notes tab | |||||||
Work Notes | N | Add work notes. The field becomes mandatory when:
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Follow / Unfollow UI-actions are available on the form. If you click Follow, you will be added to the Followers list and start receiving notifications. If you click Unfollow, you will stop receiving notifications about the changes in the record.
Access to the form fields
The read or update access to certain fields of a record can vary depending on the current user's roles.
- The users with the ITSM_agent or incident_manager roles, other than the creator of the incident task or the assigned user, can:
- View the record.
- Submit Work notes in all states of the incident task other than Closed.
- Edit the Followers list field value.
- Edit the State, Assignment group, and Assigned user field values in all states of the incident task. The Work notes field becomes mandatory in this case.
- The caller can:
- View the record, except for the Work notes field.
Incident task state model
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