Incident Management

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Overview

An incident is defined as a disruption or interruption to a service. The incident management area provides the tools and process to log, categorize, prioritize, and resolve the incident and restore the service.

Creating an Incident

End user-portal

End users who can login to the system can use "Need Help" menu the end-user portal to open an incident. This will present some basic questions to aid in the prioritizing and categorizing of the incident. These fields can be configured by a system administrator.

Incident - End user portal

List view

Technicians have the ability to create an incident from a list view by clicking the + action in the upper right hand corner of the list. This will display a new incident form which has a different view that a saved incident form.

Add incident from list view

Intake record

A user managing the intake queue can convert an intake record into an incident record by clicking the Convert action on the intake record.

Convertbutton.png

For more information on the intake record visit Intake

Email

Users can email the Dreamtsoft system create and intake record that can be converted into an incident record.

External systems

External system and be setup to access the out of the box table APIs or a custom REST API can be created.

Managing incidents

List view

Viewing incidents

Clicking the book icon allows users to view an incident using a slide-in pane. This will also keep the context of the page they are on without navigating away.

Book view

Note for MSPs using SPACES: The book icon allows users to reside in the MSP space and view incidents from lower customer spaces without hopping down into the lower space.

Users can also click the link in the first column of the list to navigate away from the list and to the incident record.

Filtering incidents

There are several ways to create a filter and quickly get to the data you need. As you build you filter it will appear at the top of a list page

Smart filters

Smart filters are are commonly used filters found on most tables. Users have the ability to save their own smart filter under the Saved action.

Smart filter

Filter builder

For more advanced filters (OR and IF filters) users can click the filter build icon.

Filter builder icon

This provides users with an interface to build the desired filter for their data.

Filter builder

Column filter

Clicking the magnifying glass at the top right of the columns will expose the column filter and allow users to quickly search for a value in a specific column.

Column filter

Quick filter

Mousing over any value will expose the quick filter icons. Clicking the magnifying glass with the + will create a filter that includes that value, whereas clicking the magnifying glass with the - will exclude that value from your filter.

Quick filter

Clearing filters

In order to clear a filter simply click the name of the table in the upper left corner of the list.

Form view

Form view

Space selector (1)

Displays what space the record is located.

Tags (2)

Tags are free form text fields that can be used to label and organize incidents and other records.

Timing (3)

Contains the fields with time relative values. Such as:

  • When the incident was created
  • The last time the incident was updated
  • The last email received from the requester
  • The last email sent to the requester

Time entries (4)

This tab contains a list of all time entries associated with this incident.

Activity log (5)

The activity log is the focal point of the incident form. It allows for sending and logging of communication between technicians and the requester.

For more information see Activity log

Activity filter (6)

The activity filter helps users quickly access comments that have been made on the incident.

For more information visit Comments

Details (7)

The details component contains the supplementary fields that assist in managing the incident. These fields are created to aid in logging, categorizing, and resolving the incident. Out of the box the incident form includes standard ITIL based fields but administrators have the ability to configure these fields as they see fit.

Relationships (8)

The relationship component displays any records that are connected to the incident. This includes:

  • Knowledge
  • People
  • Things
  • Work

When adding a relationship users will either be presented with a

  • Type - Select the type of relationship
  • List - Select the relating record from a list
  • Search and select - Search for a record and then create the relationship

Actions (9)

Simply put, actions are buttons users can click to initiate workflow. The standard actions on the incident are:

  • Create problem - Creates a problem and and a relationship to the incident
  • Convert to request - If the incident was incorrectly classified it can be converted to a request record.
  • Copy - Creates and unsaved copy of the record
  • Delete - Deletes the record