Incidents application
Use the Incidents application to create and modify incident records. You create an incident record to capture information about an event that deviates from standard service or an event that might disrupt the quality of that service.
An incident record is a type of ticket. Other ticket types are service requests and problems. The ticket applications are closely related and share many features, including the ability to define relationships between tickets, link them together for information purposes, and view the linkages and details in the appropriate applications.
The tabs and operations that are available in this application depend on the edition of the product that you are using.
- List
- This tab is displayed when you initially go to the application.
To obtain a list of existing records, place the cursor in the Record field,
and press Enter. Use the search and query capabilities to limit your
list as needed.
You can select one or more records and use the tabs to display maps showing your location and the locations of the existing objects that you have selected. See "Using the mapping feature" for details.
To view and modify details of an existing record, click the ID of the record in the list. Tabs are displayed that enable you to view and modify the record as appropriate.
- Incident
- Use this tab to create, modify, view, delete, and resolve incident
records.
Enter such information as reported and affected users, owner or owner
group, details about the incident, affected assets and locations,
and target and actual work dates. You can also classify the incident,
by specifying attributes to categorize it further, and so enhance
solution searching and reporting. Flag an incident as a global issue
if it affects many users or locations. Set up Automatic Assignment
to automatically assign Incidents to owners or owner groups. View
the service bulletin(s), if any, associated with the incident.
This tab also provides Work and Communication Logs. Work log entries document work done or needing to be done for the reported issue, its originating record, and its follow-up records. Communication log entries list all communications created from this record.
- Solution Details
- Use this tab to search for and attach an existing solution from
the solution catalog or to view solution information that has already
been added to the ticket. You can search the solution catalog either
with or without information from the solution record. The large free-form
data entry fields contain solution information. The fields can contain
data from a solution record you attach or a solution you create for
the record.
Use the Tried Solutions table to view the history of all solutions previously tried to resolve the corresponding ticket.
- Activities
- Use this tab to create, delegate, and track activity work orders for a ticket (incident, problem, or service request) and to report actual labor time spent resolving the ticket and its activities.
- Related Records
- Use this tab to create, view, or navigate relationships among service requests, incidents, problems and other records. You related records for informational purposes only. These relationships can be many-to-many, and do not represent record hierarchies. Unless they are related to a global record, there is no inheritance of status or other linkage between the current record and the records listed on the Related Records tab. However, the tab gives you an easy way to view and navigate among these informally related records.
- Map
- Use this tab to view a map showing the location of the site or asset. A map is provided only if your administrator has enabled a map service for your installation. The map shows the location of the service address. Right-click the pin icon on the map to view details about the asset or ticket. If the address is close but not quite correct, you might be able to correct it by clicking Find Location.
- Automation
- Use this tab to collect information about the incident being experienced,
by running workflows to help analyze and resolve the incident. Workflows
can be interactive or automated.
Some workflows are provided, and you can add more workflows if desired. By default, workflows with names beginning with RBA are available. You can change this filter in the Application Designer application.