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This section focuses on Incidents processing by the agentsagents. You can see the incident state model on the diagram below.
Tip |
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Role required: incident_manager. |
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*This state model
is valid for End-User incidents. state model Image Added
Note |
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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:
Status
Description
Procedure | State | Description | Available Transitions |
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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 group. |
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Resolution | In Progress |
A person 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 |
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. |
Also, when incident is completed, the caller can evaluate agent's performance and the service level on the whole. For this, please follow these steps:
- The agent changes the incident state to Completed.
- The caller receives a notification where he is asked to evaluate the agent job and the service level.
- The caller follows a link in the notification and evaluates these parameters. There are three values which correspond to three system values:
- Below Expectations
- Meets Expectations
- Above Expectations.
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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. |
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Only the incident caller has the right to close the incidents; this is the best ITSM practice. But in SimpleOne, this rule does not affect infrastructure incidents. The incidents of this type can be closed only by the responsible person after performing the testsexamination. |
Waiting
StatusesWaiting includes the following procedures and states:
Procedure |
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State | Description | Available Transitions |
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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
Prioritizationprioritization
Incident Priority priority can be figured out based on its the incident impact and urgency using 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 has an impact 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.
Anchor matrix matrix Excerpt Include Priority Management Priority Management nopanel true
Assigning and
Updating Incidentsupdating incidents
Once the incident is registered, it has to should be assigned to the a responsible person to be processedfor further processing. To assign an incident, please complete the following steps:
- Open Navigate to Incident Management → All Incidents and open the incident you want to work on.
- Find the Assignment Group field, then click the magnifier icon to select a group to assign the incident to.
- Add a user to the Assignment User filed by clicking the magnifier icon
Image Added.
- (Optional) Complete (Non-mandatory step) complete the same step for the Assigned User fieldGroup field.
The incident is assigned.
To perform any updates in the incident, please complete the following steps:
- Open the incident you want to work on.
- Change the desirable field(s).
- Click Save or Save and Exit to apply changes.
Your changes will be displayed in the Activity log, that is located in the Notes tab (scroll down the page).
The following information is displayed:
- Update author
- Field updated
- New field value
- Old field value.
Activity view
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Create a "parent-child" relationship between incidents
Create such relationship to link two or more incidents with each other in a "parent-child" model.
To create a child ticket, please complete the following steps:
- Start creating a new incident.
- Fill in the form, then scroll down the page and open the Related Records tab.
- Click a magnifier icon next to the Slave Incidents field. The incidents list will appear.
- Select desired incidents from the list and click the Select Items button. You can choose more that one item, in this case, all of them will be slaves for the master incident.
- The Level of Dependency field is automatically populated with the Master value and remains read-only.
- Click Save or Save and Exit to apply changes.
If you need to make an existing incident child for another one, then you can skip step 1.
To create a parent ticket, please complete the following steps:
- Start creating a new incident.
- Fill in the form, then scroll down the page and open the Related Records tab.
- Click a magnifier icon on the Master Incident field.
- Select an incident you need to be a parent for this one.
- The Level of Dependency field is automatically populated with the Slave value and remains read-only.
- Click Save or Save and Exit to apply changes.
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You can also use an autosuggest feature when choosing records in reference fields, such as Master Incident or Slave Incidents fields. For this, just start typing an incident number or incident subject. |
If you need to make an existing incident parent for another one, then you can skip step 1.
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You can close all slave incidents related to the master incident with a bulk action without navigating to a form of every slave incident and manually closing it. For this, please complete the steps below:
After that, the state for all slave incidents will be changed to Completed, too. The closure notes and other service information will be transferred from the master incident. Also, when you comment on a master incident, the comment you made is transferring into slave incidents in two ways depending on the comment type:
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Create an Incident Announcement
Create an announcement to inform about the Incident being processed.
To create an Incident announcement, please click the Create Announcement button in the Incident form.
In there, two types of announcements are available:
- Recovery – this type of announcement informs that some service or CI recovery activities have been started.
- Completion Recovery – this type of announcement informs that some service or CI recovery activities are over.
Create an Incident Task
If incident solving requires the participation of various departments, then you can create Incident Task for each of them. They will be related to the parent incident, but not like in the "master-slave" model. The better example is the "parent-child" model.
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 To create an incident task, please complete the following steps:
- Open the incident you want need to work on.
- Scroll down the page, then open the Incident Task tab.
- Fill in the Change the necessary fields.
- Click Click Save or Save and Exit to apply changes.
Number
Available options:
- Registered
- In Progress
- Completed
- Cancelled.
Choose a responsible person you wish to assign the task to.
Note |
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When an incident has been assigned to a responsible user, then the Assigned Group field becomes non-mandatory. The same goes for other task objects, like change requests, or service requests. |
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
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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
Choose a responsible group you wish to assign the task to.
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When an incident has been 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. |
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You can create as many Incident Tasks as you need. |
Create Relationships
You can create relationships between incidents and other types of tasks. For this, please complete the following steps:
- Open the incident you want to work on.
- Scroll down the page, then open the Related Records tab.
- You can create these types of relationships:
- Solved by Changes
- Caused by Changes
- Related Problems
- Known Error
- Related Inquiry
- Slave Incidents
Master Incident
- Related Articles.
- To create these relationships, please complete the steps below:
- Click a magnifier icon next to the appropriate field.
- In the appeared window choose a necessary option and click Save.
Relationship types
Solved by Change
The incident is solved / can be solved by the Change Request specified.
Master Incident
The incident has a master incident (this essence is opposite to the child incidents).
.
Closure information
Based on the SimpleOne state model, when the incident is resolved, it must should be marked as Completed, that . It will denote the incident closure. Also, the agent must should provide the following details:
- Closure Code
- Closure Notes.
Closure notes
Closure CodeIn 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 of for the closure. SimpleOne has SimpleOne has the following options:
Option | Description |
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Solved 1st level | The incident was solved by the 1st level of service agents withoutagents solved the incident without functional escalation. |
Solved 2nd level | The incident was solved by the 2nd level of service agents solved the incident (the 1st level of service agents was unable to solve it). |
Not Solved (Refused) | Agents couldn'tcould not reproduce the incident and didn'tdid not find any disfunction. |
Not Solved (Dropped) | This closure code is chosen when the request is not an incident at all (, for example, it 's a Change Request)is a Change Request. |
Not Solved (No User Reaction) | This closure code is chosen when the user didn'tdid not provide additional information after he wasthey were asked about this during the Information Needed phase. |
Not Solved (Other) | This closure code is meant to befor 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. |
Closure Notes
In this field you need to put down information on works performed, and maybe other information related to this incident.
Escalation Rules
There are two possible types of escalations: functional and hierarchical.
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
Hierarchical escalation is typically required when an incident is of a serious nature or a set of incidents may take an excessive amount of time. It's an escalation up to the management.
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