Incident Requests

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Index

Introduction The Incident Request form is used to manage an Incident through to resolution. A number of different tools are provided to help you record information against the incident, communicate with the customer, and collaborate with your co-workers.

Related Articles Problem Records Activities Timeline Request Settings Request Details Form Designer Custom Buttons

Features

Heads-Up Display

The Heads-Up Display is a graphical representation of the business process that support the Incident. This is an optional display which uses the stages and checkpoints within a process to visualize the progress.

• The entire process is displayed as a grey bar with circles representing the different stages
• The active stage is represented by a large green circle followed by a connector to the next stage
• The connector will progressively turn green until the next stage is reached
• Checkpoints are displayed below each stage
• Grey Checkpoints are yet to be completed
• Completed Checkpoints are represented with a green check mark
• The Heads-up Display shows just the Stages, and when the mouse if moved over the Heads-up Display, the Checkpoints are exposed
• The Heads-up Display can be Pinned to make the display of the Checkpoints persistent on all Incidents

Action Bar

The Action Bar contains the majority of functions that you can apply to an Incident. These actions are place near the top of the Incident form and collected together to allow for quick access to update the Incident.

• The available Actions can be either made visible or hidden for different types of Incidents, based on the Service they are associated to.
• The supporting Business Process Workflow that sits behind the Incident can enforce the display of an action when that action is required to be completed.
• Use the Business Process Workflows to lock or unlock action items at any stage in a supporting workflow
• Global Request Settings control which of these options are enabled when an Incident is on-hold

• Update

The Update Action within a request is used for posting information into the Timeline which can be used for collaborating with your team members.

• Phone Call

Capture information taken from a phone call with a customer. If there is no answer, schedule a call back.

• Attachment

Add images, documents, pdfs, and more directly to this request

• Link

Link this request to other requests

• Linked Services

Link other related Services to the request

• Authorisers

Add Authorisers to a Request

• Email

Send an email directly from the request

• Customer

Change the customer that is associated to this request

• Assign

Reassign the request to another team or user

• Connections

Add other users that might have an interested in this request and keep them updated by email

• Escalate

Reset the Priority for this request

• Category

Set the Request Category

• Assets

Associate One or more assets to this request

• Boards

See what Boards this request is on or add it to a Board

• Solutions

If linked to a Problem Record this will present possible solutions

• Resolve and Close

Capture resolution details

• Cancel

Raised by mistake? Use this option to cancel a request

• Print

Select and Print details of the request

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Information Box

Located at the top right of the request form, this provides some on hand information about the request including the team and person that the request is assigned to, the status, when it was raised, what the priority is, and if the request is under a Service Level Agreement the Service Targets will be displayed.

Raised By

When a request is raised, the analyst who raised it, is added to the Raised By collapsable section of the request. This section contains their contact information (Name (Handle), ID (Link to profile), Organisation, Email, Phone, Mobile).

Customer

If a customer is added to the request, a customer collapsable section will be visible on the request containing configurable attributes about the customer. Configure the desired attributes via the request settings in the admin console.

Details

Capture, view, and update the Summary and Details of the request.

Timeline

The Timeline keeps track of all the history of the request. Comment and collaborate on any update that has been made.

• Filter the displayed posts and comments based on the post type, using the Filter option. Filters are persistent between requests so when a filter is applied it will be available on each request until the filters are removed.

• Select one or multiple filters, and the filter will persist when viewing any request.
• The number of filters applied will be displayed against the filter
• Remove the filters by unselecting the filter options or selecting All

Members

The Members feature lets you invite people into a request who may not normally have access. Adding a user as a member will notify them that they have been added. Once added they will be able to see the request as if they were part of the team.

Activities

Activities can consist of Activities that have been automatically created and assigned as part of a BPM workflow or at any point a support person can manually add an activity to schedule any work that they are going to do.