Logging Incidents

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Home > Service Manager > Logging Incidents

Introduction

Service Manager provides a number of different ways in which an Incident can be created and logged.

Logging an Incident as an Analyst

Service Manager has been developed to provide a consumer level experience for logging Incidents (and other Request Types) by following a process of Progressive Capture. Progressive Capture is a graphical workflow tool that provides a new and simple way to define the capturing of information. Progressive Capture will include a number of small forms for collecting information related to the Incident. These forms can be optionally added, ordered, and branched depending on the information being captured.

  • Incident Templates - Create predefined Incident templates, which once chosen auto populate the progressive captures forms with the values defined in the specific template. The templates are particularly useful for commonly occurring issues such as Password Resets, where a defined criteria set is known as are the resolution steps. This introduces signifiant time savings and consistency in resolving Incidents of these types.

Logging an Incident via Self Service

Service Manager is provided with two self service portals, firstly the Service Portal which is used where the customers you are supporting are internal, and the Customer Portal where the customers you are supporting are external. Both portals can be used on a single instance allowing support for both internal and external customers, but providing a different tailored experience if required.

Both portals allows customers to raise Incidents against services which they are subscribed too and the logging process again follows that of Progressive Capture

Inbound Email

Service Manager allows for emails sent to monitored shared mailboxes to both automatically create new Incidents based on defined routing rules, and or allow for manual creation of an Incident from the email in the mailbox through the Service Manager interface utilising Progressive Capture.

3rd Party Integrations

the Hornbill platform exposes all functionality through a single unified and fully documented web services API. The API is an XML RPC-style request/response messaging scheme, with all inputs and outputs fully described by XML Schema and on-line browsable documentation. We also provide simplified language bindings allowing developers to easily integrate within projects built using JavaScript, PHP, C#.NET, Java and C++. You can view the documentation for the Log Incident API here: https://api.hornbill.com/docs/apps/com.hornbill.servicemanager/Incidents?op=logIncident

Assignment of Incidents to Resolver Teams

Service Manager can be configured to allows analysts to choose which resolver team to assign Incidents to by exposing the Analyst Assignment Form during Progressive Capture. Alternatively the initial assignment to the correct resolver team can be configured in an underlying Incident business process which can determine the resolver group based on variables such as the Service, Category, Priority of the Incident etc which are captured during Progressive Capture and then evaluated when the Incident business process is invoked.