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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.
To create an incident announcement, complete the following steps:
- Navigate to Incident Management → All Incidents and open the incident you need.
- Click the Create Announcement in the top right corner of the form.
- Fill in the fields.
- Click Save or Save and Exit.
You can create as many incident announcements as you need.
As a result, a new announcement is created in the Announcement table. It 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.
Incident Announcement form fields
Number
Announcement state. This field is populated automatically with New when the announcement has just been 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 the via Email and/or via Portal checkboxes, accordingly.
- Inactive – the announcement is inactive. It is not displayed on the Self-Service Portal and not sent via email.
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Only active announcements {state IS Published^via Portal IS Yes} are displayed to the Portal users. |
For more information, see General Concepts and Procedures.
Available options:
Recovery– informs that some services or CI recovery activities have been started.Add a description for the announcement.
Create relationships
You can create relationships between incidents and other types of tasks.
To create a relationship, 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 next to the appropriate field.
In the window that appears, choose the necessary option.
Сlick Save to apply the changes.
Relationship types
Type | Description |
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Related Problems | The incident is related to the problems specified. |
Related User Query | The incident is related to the 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 (a master incident is the opposite of child incidents)parent incident. |
Slave Child Incidents | The incident has one or more child incidents. |
Related Articles | The incident is related to the Knowledge Base article specified. |
Known Error | The incident is a known error. It has a recorded root cause and a workaround. |
Related Request | The incident is related to the service request specified. |
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 |
You can create a "parent-child" relationship to link two or more incidents.
To make the current incident a parent to another existing incident, 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 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 the autosuggest feature when choosing records in Master Parent Incident or Slave Child Incidents. To do so, start typing the incident number or incident subject.
- Select the necessary incidents from the list. Click the checkbox icon on the left.
- You can choose more than one item; all of them will be children for the 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, 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 the magnifier icon next to the Master Parent Incident field.
- Select the incident you want to be 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 child incidents related to the parent incident with a bulk action, without having to navigate to a form of every child incident. To do so, complete the steps below:
The state for all child incidents will be changed to Completed, too. The closure notes and other service information will be transferred from the parent incident. Also, when you comment on a parent incident, the comment you made is transferred into its child incidents in two ways, depending on the comment type:
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Create an incident task
If solving an incident requires participation of various departments, you can create an incident task for each of them. They will be related to the parent incident, but not like in the "parent-child" model.
To create an incident task, 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 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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Assigned UserSubject | Y | Add a short description for the task. | |||||
Description | N | Add a detailed description for the task. | |||||
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.
Choose a person to assign the task to.
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Assignment Group | Y | Choose a group to assign the task to.
There is a dependency between the Assigned User and Assignment Group fields. To learn more, refer to Restrictions for assignment. | |||||
Notes tab | |||||||
SubjectWork Notes | Y | Add a short description for the task. | |||||
Description | N | Add a detailed description for the task. | |||||
Followers List | N | The field is populated automatically. It displays the list of users who follow the task for tracking the 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 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.|||
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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