Versions Compared

Old Version 26

changes.mady.by.user Igor Shakhbazyan

Saved on

compared with

New Version Current

changes.mady.by.user Dina Baksheeva

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.
 In SimpleOne there are three ways to create an incident: 

Create an

Incident by agent

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 the Incident Management → Create New;
  2. Press New and fill in the form;
  3. Press Save.

Form description

  1. 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
NumberY
FieldDescriptionNumber
Incident number. This field
should have format INCXXXXXXX. It is filled automatically
has the INCXXXXXXX format and is populated automatically.
Caller
Originator of the incident (for example, it can be end-user).CategoryThe group of entities merged for easy classification of incidents.SubcategoryMore precise incident classification.
YSpecify the originator of the incident. The field is not displayed on the form if the Infrastructure incident checkbox is selected.
CompanyNSpecify the company to which the incident is related.
Contact TypeY

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

  • Phone
  • Email
  • Self-service

When a record is saved, the field is read-only.

ServiceYSpecify the service
ServiceThe service that was
affected by the incident.
Related CIsN
The
Specify the related configuration items
that were affected by
affected by the incident.
Assignment GroupY

Specify the group assigned to work on the incident.

Major IncidentTurn this checkbox on if you want to create major incident.Infrastructure incidentTurn this checkbox on if you want to create infrastructure incident.State

This field displays the works state and progress. Available choice options:

  • Registered;
  • Assigned;
  • In Progress;
  • Completed;
  • Closed;
  • Information Needed;
  • External Processing;
  • Postponed;
  • Rejected By User.

More info about the state can be found here.

Contact type

The way of request applying. Available choice options:

  • Phone;
  • Email;
  • Self-Service.
Impact

The effect that the incident causes to the business. Available choice options:

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

The state of needing to take action as soon as possible. Available choice options:

  1. Low;
  2. Medium;
  3. High.
Priority

The priority can be figured out based on its impact and urgency. Available options:

  1. Low;
  2. Moderate;
  3. High;
  4. Critical.
Assigned UserIn this field, you should specify a technician to work on the incident.Assigned GroupIn this field, you should specify a technician to work on the incident.Attention RequiredTurn this checkbox on if you want the line manager of the assigned group/assigned user to be notified.Level of dependency

This field shows the level of dependency of this incident to the other incident. Available options:

  • None (if the incident has neither master nor slave incidents);
  • Master (if the incident has slave incident(s));
  • Slave (if this incident has a master incident).
SubjectBrief description of the problem.DescriptionDetailed description of the problem.

Create an infrastructure incident

Note

When an incident is assigned to a responsible group, the Assigned User field becomes non-mandatory for the states Registered and Assigned.

There is a dependency between the Assigned User and Assignment Group fields. To learn more, 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. This field is mandatory for the states In Progress, Completed and Closed.

Note

When an incident is assigned to a user, the Assignment Group field becomes non-mandatory for the states Registered and Assigned.

To reassign a user or a group, use the Reassign button at the top right corner of the window, or set a new assigned user, or a group by clicking the magnifier icon next to the Assigned User field. As a result, the incident state changes to Assigned.

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

SubjectYAdd a brief description of the incident. After saving, the field is hidden from the form.
DescriptionNAdd a detailed description of the incident.
Steps to ReproduceNSpecify the steps to reproduce the incident.
ScreenshotNUpload 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 impact caused by the incident on the business processes. Available options:

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

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. This field is populated automatically based on 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 the checkbox to notify the line manager of the assigned group or user.
Major IncidentNSelect the checkbox to create a major incident.
Infrastructure IncidentNSelect the checkbox to create an infrastructure incident. When a record is saved, the field is read-only.
Followers ListN

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

Info

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


Create an infrastructure incident

An infrastructure incident is an incident created Infrastructure incident is an incident that is raised not on behalf of end-user, but by service agents of the 1st or the 2nd level levels or by the integrated monitoring system.


Tip

Role required: ITSM_agent or admin.

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

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

  • monitoring;
  • 1st level;

    • the Contact Type field is changed:

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

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

    Create a major incident

    A major incident is the an incident of the highest - impact , and highest - urgency incident. 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 the different various hierarchy levels to be involved.

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

    After creating it, a new tab '', Chronology" will be displayed after the "Closure information" tab.

    Inquiry to Incident transformation

    , will be displayed next to the Related Records tab.

    Note

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


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

    To create an Incident, follow the steps below:

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

    New Incident form fields

    FieldMandatoryDescription
    UrgencyY

    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
    SubjectYAdd a brief description of the incident.
    DescriptionNAdd a detailed description of the incident.

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

    1. In the header, navigate to Cabinet → My Tickets.
      Image Added
    2. Click My Incidents on the left.
      Image Added
    3. Check the state of the created incident.
      Image Added

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

    User query to Incident transformation 
    Anchor
    transformation
    transformation

    Tip

    Role required: incident_manager.

    A user query Inquiry is a higher-level entity than the Incidentan incident. It can be converted to the into a request of the other another type, including Incident.

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

    type "incident." The conversion is available only through the agent interface.

    1. Navigate to User Queries → All User Queries.
    2. Open the user query
    3. Navigate to the Inquiries → All;
    4. Open the inquiry you need to convert;
    5. Press the Create Incident form button at the top of the page;
    6. .
    7. Click the Incident button in the top-right corner of the form.

    Image AddedImage Removed

    Info

    The Create Incident  button may might be disappeared absent if the incident was has already created from this inquiryuser query. In this case, the incident and the inquiry will be linked. The incident number will be displayed in the inquiry form (the Related Ticket field), and the Inquiry number will be displayed in the Related Records tab of the Incidentuser query are linked to each other:

    • The reference to the incident is displayed in the The IncidentRelated Ticket field of the user query.
    • The reference to the user query is displayed in the Related Records tab of the incident.


    Table of Contents
    absoluteUrltrue
    classfixedPosition
    printablefalse