Incident Processing

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

Escalation Rules

Assigning and Updating Incidents

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

Closure information

Based on the SIMPLE state model. after the incident was resolved, it must be closed. Before closing an incident, the agent must provide the following details:

1. Closure Code;
2. Closure Notes;
3. Resolved by;
4. Resolved;
5. Knowledge.

Let us have a closer look on every item.

Closure Code