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This section focuses on Incidents processing by the agents.

Create Child Incident

Create a child incident links two or more incidents between each other in a "parent-child" model. To create a child ticket, please complete the following steps:

  1. Start creating a new incident in a way as it was described here;
  2. Fill in the form, then scroll down the page and press the Related Records tab;
  3. Unlock Slave Incidents. For this, press a lock icon.
  4. Press a magnifier icon to select an incident that will be a parent for this one. You can choose over one incident, in this case, all of them will be a parent for it.
  5. Press the lock icon again and then press Save.

If you need to make an existing incident child for another one, then you can skip step 1.

Create an Incident Task

If solving of incident requires the participation of different 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. 

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

  1. Open the incident you want to work on;
  2. Scroll down the page, then press the Incident Task tab;
  3. Fill in the form:
    1. the Number field - will be filled automatically;
    2. the State field - when just created, leave it in the Pending state;
    3. the Incident field - will be filled automatically with the number of the parent incident;
    4. the Assigned user field -  choose a technician you wish to assign a task to;
    5. the Assigned group field - choose a department you want to assign a task to;
    6. the Subject field - describe the task here in a brief manner;
    7.  the Description field - please put there the detailed task.
  4. After you have entered task details, you can move to the Schedule tab. Here you can specify start and end dates for working.
    1. Actual Start Date - the date when the technician started to work on this task. This field must be filled by the technician;
    2. Actual End Date - the date when the technician finished the work on this task. This field must be filled by the technician;
    3. Planned Start Date - the date when you want the technician to start working on this task;
    4. Planned End Date - the date you want this task to be finished (completed and closed).
  5. Press Save.
Info

You can create as many Incident Task as you need. 

Create Relationships

Escalation Rules

Assigning and Updating Incidents

Priority Management

agents. You can see the incident state model on the diagram below.

Tip

Role required: incident_manager.

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Note

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
LoggingRegisteredThe incident is recorded (via phone/email/Self-Service Portal) but not yet categorized.
  • Assigned
  • In Progress
CategorizationAssignedThe incident is categorized and assigned to a relevant person or group.
  • In Progress
  • Information Needed
  • Completed
ResolutionIn Progress

A person started working on the issue.

  • Assigned
  • Postponed
  • Information Needed
  • External Processing
  • Completed
ClosureCompleted

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.

  • Assigned
  • In Progress
  • Rejected by User
  • Closed
Closed

There are Agent Satisfaction and Service Satisfaction fields on the form to evaluate the agent performance. Each field has three following values: 

  • Below Expectations
  • Meets Expectations
  • Above Expectations.

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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. 

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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.



Info

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 diagnosisInformation NeededIf 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.

  • Assigned

  • In Progress
  • Postponed
  • External Processing
ResolutionPostponed

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.

  • In Progress
  • Information Needed
  • External Processing
Functional escalationExternal ProcessingIf 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.
  • In Progress
  • Postponed
  • Information Needed
  • Completed
ResolutionRejected by UserIf 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.
  • Assigned
  • In Progress
  • Completed

Incidents prioritization

The priority of the Incident can be figured out based on its impact and urgency using a Incident priority can be figured out based on the incident impact and urgency using a priority matrix.

The impact of an incident indicates the level of damage that will may be caused to the business user. In SimpleOne, the impact can be categorized as:

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

The urgency of an incident indicates the time within which the incident should be resolvedmeasure of time until an incident impacts on the business. In SimpleOne, the urgency can be categorized as:

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

Based on the priority, incidents can be categorized as:

  1. Major;
  2. High;
  3. Medium;
  4. Low;
  5. Minor.

The priority matrix

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

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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:

  1. Navigate to Incident Management → All Incidents and open the incident you want to work on.
  2. Add a user to the Assignment User filed by clicking the magnifier iconImage Added.
  3. (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:

  1. Open the incident you need to work on.
  2. Change the necessary fields.
  3. 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:

  1. Update initiator
  2. Field updated
  3. New field value
  4. 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.

Closure information

Based on the SIMPLE SimpleOne state model. after , when the incident was is resolved, it must should be closed. Before closing an incidentmarked as Completed. It will denote the incident closure. Also, the agent must should provide the following details:

  • Closure Code
;
  • Closure Notes;
  • Resolved by;
  • Resolved;
  • Knowledge.
    • 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.

    Let us have a closer look on every item.

    Closure Code

    Table of Contents
    absoluteUrltrue
    classfixedPosition

    ...