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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.

Create Relationships

You can create relationships between incidents and other types of tasks. For this, please complete the following steps:

1. Open the incident you want to work on;
2. Scroll down the page, then press the Related Records tab;
3. You can create these types of relationships:
   1. Solved by Change;
   2. Caused by Change;
   3. Related Problems;
   4. Known Error;
   5. Related Inquiry;
   6. Slave Incidents;
   7. Master Incident;
   8. Related Request;
   9. Related Article.
4. To create relationships for the Solved by Change, Caused by Change, Related Problems, Related Inquiry, Slave Incidents, Related Article, please complete the following steps:
   1. Press a lock icon, then press a magnifier icon;
   2. In the new window that was appeared choose a necessary option;
   3. Press the lock icon again and then press Save.
5. To create relationships for the Known Error, Master Incident, Related Incident, please complete the following steps:
   1. Press a magnifier icon;
   2. In the new window that was appeared choose a necessary option;
   3. Press Save.

Let us have a closer look at these relationships.

Solved by Change

This relationship means that the incident is solved / can be solved by the Change specified.

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

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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:

Waiting

Waiting includes the following procedures and states: 

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:

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

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

Based on the priority, incidents can be categorized as:

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

Assigning and updating incidents

Once the incident is registered, it should be assigned to a responsible person for further processing

Escalation Rules

There are two possible types of escalations: functional and hierarchical.

• Functional escalation is when 1^st level technicians are unable to solve an incident due to any reasons (lack of authority or competence), they escalate it to the 2^nd level to address.
• Hierarchical escalation is typically required when an incident is of a serious nature or a set of incidents that may take an excessive amount of time. It's an escalation up to the management.

In the SIMPLE system, automatic incident escalation is implemented. How it works:

1. If the incident have not been processed for a certain period, and there is a risk of the SLA breach, then technicians' manager is being notified about this;
2. If the things has not been changed, then incident urgency increases, the incident rises up in line;
3. If it didn't help, then incident urgency increases again, the incident rises up in line, the technicians' manager is being notified about this repeatedly.

Assigning and Updating Incidents

Once the incident is registered, it has to be assigned to the responsible person to be processed. To assign an incident, please complete the following steps:

1. Open Navigate to Incident Management → All Incidents and open the incident you want to work on;
2. Find the Assignment Group field, then press the magnifier icon to select a group to assign the incident to;
3. .
4. Add a user to the Assignment User filed by clicking the magnifier iconImage Added.
5. (Optional) Complete (Non-mandatory step) complete the same step for the Assigned User fieldGroup 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 want need to work on;.
2. Change the desirable field(s);necessary fields.
3. Click Save or Save and Exit to apply changesPress Save.

Your changes will be displayed in the Activity log.

Priority Management

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

The impact of an incident indicates the level of damage that will be caused to the business user.

The urgency of an incident indicates the time within which the incident should be resolved.

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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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 1^st level service agents cannot solve an incident for some reason (lack of authority or competence), they escalate it to the 2^nd 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 resolved (by marking an incident as Completed)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.

Let us have a closer look at every item.

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 of for the closure. The SIMPLE system SimpleOne has the following options:

Option	Description
Solved 1st 1st level	The incident was solved by the 1st level of technicians 1st level of service agents solved the incident without functional escalation.
Solved 2nd 2nd level	The incident was solved by the 2nd level of technicians (1st level was not 2nd level of service agents solved the incident (the 1st level of service agents was unable to solve it).
Not Solved ( Unable To reproduce Refused)	The technicians couldn't Agents could not reproduce the incident and didn't 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 's is aChange ) Request.
Not Solved (No User Reaction)	This closure code is chosen when the user didn't did not provide additional information after he was they were asked about this in during the Information Needed Incident  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.
Not Solved (Other)	This closure code is meant to be for all other reasons.

Closure Notes

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.In this field you need to put down information on works performed, and maybe other information related to this incident.