Service Manager powered by HEAT

Setting Up Incident Management

Use the Application Setup - Incident Management page to define how your Service Desk will manage incidents.

Application Setup - Incident Management Page

This is one step of the application setup process. For more information about this process, including how to access this page, see Setting Up the Application.

See the following sections:

Defining the Services Provided

Defining Incident Categories for Each Service

Defining Escalation Parameters

Defining the Steps for the Incident Lifecycle

Identifying Teams That Your Organization Supports

Defining the Services Provided

On this page, you define the services that your organization supports.

1.Click Services Provided. The system displays the Application Setup - Services Provided page.

2.To add a new service, do the following:

a. Click Add Service.
b. Enter the name and a description of the service.
c. Click Save & Activate. The system adds the service to the list and makes it active. By default, each service is active and available for customization.

3.Click Edit next to the service name to edit its name or description.

4.Click Next to go to the next page.

Defining Incident Categories for Each Service

On this page, you define the incident categories for each service. Classifying incidents aids you in assignment, escalation, problem analysis, and reporting.

Service

Categories

Application Development Service

Application development services, such as:

Application security

Connectivity

Error messages

Functionality

How to

Performance

Benefits Management

Benefits management services, such as:

Application security

Benefits management

Connectivity

Functionality

How to

Missing item

Communications Services

Services related to audio and video communications, such as:

Account lockout

Connectivity

Error messages

Functionality

How to

Performance

Telephone failure

Voicemail issues

CRM Service

CRM (Customer Relationship Management) system services, such as:

Account lockout

Application security

Connectivity

Data corruption

Data loss

Functionality

How to

Performance

Data Service

Data services, such as:

Accident report

Backup

Capacity

Connectivity

Data corruption

Data loss

Error message

Functionality

How to

Performance

Demo Service

Demo category

Desktop Service

Provides services that manage the hardware and software at the desktop level.

Account lockout

Application error

Application failure

Application security

Boot failure

Cable failure

Capacity

Computer provisioning

Connection failure

Connectivity

Data loss

Desktop hardware

Desktop software

Device failure

Error messages

Functionality

Hard drive failure

How to

Incorrect address book

Internet failure

Network folder failure

No dial tone

Out of disk space

Performance

Performance issue

Printer failure

Software failure

Software installation

Software request

Telephone failure

Virus/Trojan

Warning

Email Service

Email services, such as:

Account lockout

Application security

Capacity

Client failure

Connectivity

Corrupt mailbox

Delivery failure

Error message

Functionality

How to

Missing item

Performance

Warning

Employee Administration

Administrative functions of employee management, such as:

Account lockout

Application security

Capacity

Connectivity

Data loss

Functionality

How to

Incorrect address book

Misconduct

Performance

Warning

Employee Development

Employee development issues, such as:

Account lockout

Application security

Capacity

Connectivity

Data loss

Functionality

How to

Lost training material

Missing item

Training complaint

Enterprise Application Service

Provides support for enterprise-wide applications, such as:

Accident report

Account lockout

Application security

Capacity

Connectivity

Data loss

Enterprise application service

Error message

How to

Performance

Warning

Facilities Management

Facilities management tasks, such as:

Accident report

Account lockout

Application security

Capacity

Connectivity

Data loss

Delivery failure

Facility maintenance

Facility safety

Facility security

Functionality

How to

Missing item

Power failure

Temperature

Financial Service

Financial services, such as:

Account lockout

Application security

Capacity

Connectivity

Data loss

Error message

Functionality

How to

Missing item

Performance

Warning

HR System

Human resources system, such as:

Account lockout

Application security

Capacity

Connectivity

Data loss

Error message

Functionality

How to

Performance

IT General Administration

IT general administration services

Mail Service

Mail services, such as:

Account lockout

Application security

Capacity

Connectivity

Data loss

Delivery failure

Functionality

How to

Missing item

Non delivery

Mobile Communication

Mobile communication issues, such as:

Accident report

Account lockout

Capacity

Connection failure

Connectivity

Device failure

Functionality

How to

International dialing failure

Lost or stolen phone

Performance

Voicemail issue

Network Service

Provides services for network-related requests, such as:

Account lockout

Capacity

Connectivity

Error message

How to

Network folder failure

Performance

Payroll Administration

Payroll administration services, such as:

Account lockout

Application security

Capacity

Connectivity

Data loss

Functionality

How to

Misconduct

Missing item

Performance

Wrong bonus

Wrong pay

Wrong tax code

Printing Service

Printing services, such as:

Accident report

Account lockout

Application security

Capacity

Connectivity

Error message

How to

Missing item

Performance

Printer failure

QA

QA services, such as:

Performance

Server Administration

Provides support for servers, including maintenance, backups, and installations:

Account lockout

Application security

Boot failure

Capacity

Connectivity

Data loss

Device failure

Error message

Functionality

How to

Performance

Virus/Trojan

Warning

Service Desk

Services used to record requests not related to a specific service in the Service Catalog, such as:

Capacity

Connectivity

How to

Misconduct

Service desk

Supply Chain

Supply chain services such as:

Account lockout

Capacity

Connectivity

Data loss

Functionality

How to

Misconduct

Missing item

Travel Management

Travel management services, such as:

Accident report

Account lockout

Application security

Connectivity

Functionality

How to

Misconduct

Missing item

Performance

Web Hosting Service

Web hosting services, such as:

Account lockout

Application security

Capacity

Connectivity

Data loss

Error message

Functionality

How to

Missing item

Web site failure

1.Click Classification.

2.Select a service to view all the categories that are associated with it.

3.To add a category, do the following:

a. Click Add category.
b. Enter a name.
c. Click Save & Activate. The system adds the category to the list and makes it active. By default, each category is active and available for customization.

4.To deactivate a category, click Deactivate next to the category name. Click Activate to activate it again.

5.To modify a category name, do the following:

a. Click Rename next to the category name.
b. Enter a new name for the category.
c. Click Save.

6.Click Next to go to the next page.

Defining Escalation Parameters

Use the Application Setup - Incident Escalation page to define how your service desk prioritizes and responds to incidents in the escalation engine. This includes the total resolution time in an escalation lifecycle upon its creation, and the length and dependencies of each escalation stage. Specify the response, type of response, and resolution schedule based on the classification, service level, and priority of the incident.

Factors affecting escalation schedules can include hours of operation and service level agreements. Throughout the incident management process, the system notifies users when there is a change in the status of the incident and when the incident is resolved.

By default, the page displays priority categories 1 to 5, each with its default time limits for responding to an incident once logged, as well as a default interval for resolving the incident.

1.Click Escalation. The system displays the Application Setup - Incident Escalation page.

2.Click Edit next to a priority level to customize the settings.

3.Check Target resolution time to enable this portion of the escalation schedule. Here, you define a target resolution time for the incident. This can be dictated by a service level agreement.

a. Enter a number in the field.
b. Select an interval from the drop-down list (minutes, hours, or days).

4.Select the hours of operation for your organization.

5.Set the levels of escalation associated with the target resolution cycle.

a. Check After for each escalation level to enable. You can define up to three escalation levels.
b. For each escalation level, move the slider left or right to select an amount of time.
c. For each escalation level, from the drop-down list, select an action to take when the time limit has expired on the escalation.

If you select an escalation notification from the drop-down lists, then the first escalation level must be less than or equal to the second escalation level, and the second escalation level must be less than or equal to the third escalation level.

For example, a priority 1 incident is set to resolve in 1 day. The first escalation is set to occur after 5 hours and 2 minutes (21% of 24 hours) from the incident creation time. The second escalation is set to occur after 7 hours and 12 minutes (30% of 24 hours) from the incident creation time. The third escalation is set to occur after 19 hours and 55 minutes (83% of 24 hours) from the incident creation time.

You cannot set the first escalation to occur after 7 hours and 12 minutes (30% of 24 hours) from the incident creation time if the second escalation is set to occur after 5 hours and 2 minutes (21% of 24 hours) from the incident creation time, because the first escalation time is after the second escalation time, which is not logical!

d. From the After the target time has reached drop-down list, select a quick action to take when the time expires on the resolution cycle.

The system notifies the Service Desk Manager when the resolution time is breached.

You can select from this list of quick actions:

Quick Action

Definition

none

No action taken.

"Waiting for Customer"

Adds an incident with a status of waiting for customer to the record.

1st Escalation Notification

Sends a first escalation notification message to associated parties.

2nd Escalation Notification

Sends a second escalation notification message to associated parties.

3rd Escalation Notification

Sends a third escalation notification message to associated parties.

Account Lockout

Adds this incident classification to the record.

Account Lockout - Domain

Adds this incident classification to the record.

Account Lockout - HR System

Adds this incident classification to the record.

Add Attachment

Adds this instruction to the record.

Add Change

Adds this instruction to the record.

Add CI Computer  
Add CI Printer  

Add Internal Task

Adds this instruction to the record.

Add Inventory Item - Computer

Adds this instruction to the record.

Add Inventory Item - Mobile

Adds this instruction to the record.

Add Inventory Item - Network Device

Adds this instruction to the record.

Add Inventory Item -Printer

Adds this instruction to the record.

Add Inventory Item - Undefined Type

Adds this instruction to the record.

Add Notes

Adds this instruction to the record.

Add Problem

Adds this instruction to the record.

Assign Incident to Me  

Auto Close

Automatically closes an incident with a status of resolved after a specified number of days.

Auto Close "Waiting for Customer"

Automatically closes an incident with a status of waiting for customer after a specified number of days.

Backout Resolution  

Backup Failure

Adds this incident classification to the record.

Calculate Cost  

Called Customer

Adds a called customer entry to the record.

Cannot Access Shared Drive

Adds this incident classification to the record.

Cannot open Outlook  
Clear Master Incident Link  
Clone Incident Clones the incident.
Close from Self Service  

Close Incident

Closes the incident.

Copy from Master to Related Incidents  
Copy Master Detail  
Copy Resolution from Master to Related Incident  
Create Assignment  

Create Memo

Creates a memo for this exception.

Declare Master Incident  
Demote Master Incident  

Desktop Application Failure

Adds this incident classification to the record.

Email access on mobile device

Adds this incident classification to the record.

Email - Cannot Open Outlook

Adds this incident classification to the record.

Email Customer

Emails the associated customer.

Export

Exports record data to another file or file format.

Incident Assigned Notification

Sends a notification message of an incident status change to assigned to associated parties.

Incident Closure Notification

Sends a notification message of an incident status change to closed to associated parties.

Incident Priority 1 Notification

Sends a notification message of an incident change to a priority 1 classification to associated parties.

IncidentResolved  

Incident Resolved Notification

Sends a notification message of an incident status change to resolved to associated parties.

Incident Update Notification

Sends a notification message of an incident status change to update to associated parties.

Left Voice Mail

Adds a left voicemail entry to the record.

Mobile Phone - Email Issue

Adds this incident classification to the record.

Move Resolution to Active History

Moves the resolution to the activity history.

New Document Article Creates a new document for the Knowledge Base.

New Error Message Article

Creates a new error message article for the Knowledge Base.

New FAQ Article

Creates a new FAQ entry for the Knowledge Base.

New Incident Notification  

New Issue Resolution Article

Creates a new issue resolution article for the Knowledge Base.

New Patch Article  
New Q & A Article  
New Reference Article  

NewIncidentNotification

Sends a notification message to associated parties when a new incident is created.

New TaskAssignment  

No dial-tone on my phone

Adds this incident classification to the record.

PC is very slow

Adds this incident classification to the record.

Post Social message associate with Incident  
Print Incident Prints the incident.

Printer Out of Toner

Adds this incident classification to the record.

Printer Paper Jam

Adds this incident classification to the record.

Problem Workaround Notification for Incident Owner

Sends a notification message of a problem workaround being recorded for an incident to associated parties.

Reassign Owner Team

Reassigns the incident to a new owner team.

Resolution Threshold Breach

Sends a notification message of a resolution threshold breach.

Resolve Incident

Changes the incident status to resolved.

Resolve Incident Related to Problem

Changes the incident status to resolved and updates the problem record accordingly.

Resolve Incident via Problem Resolution  
Resolve Incident via Problem Workaround  

Response Threshold Breach

Sends a notification message of a response threshold breach.

Save

Saves the incident record.

Set DSMTaskExisted  

Software Failure

Adds this incident classification to the record.

Software Request

Adds this incident classification to the record.
Start Remote Control  

StopClock

Stops the escalation clock.

Update Related Incident  
Update Related Incident Resolution  

Update Status to Active

Changes the incident status to active.

View Workflow  

Voicemail Problem

Adds this incident classification to the record.

VPN Connection Failure

Adds this incident classification to the record.

6.Check Target response time to enable this portion of the escalation schedule. Here, you define a target time to respond to the incident once it has been recorded. This can be dictated by a service level agreement.

a. Enter a number in the field.
b. Select an interval from the drop-down list (minutes, hours, or days).

7.Select the hours of operation for your organization.

8.Set the levels of escalation associated with the response cycle. See step 5 for details.

9.Click Save to go to the next page.

10.Repeat steps 2 through 9 for all of the priority levels.

11.Click Next to go to the next page.

Defining the Steps for the Incident Lifecycle

On the Application Setup - Incident Lifecycle page, you select the actions to take at each stage of your incident management cycle. If you have advanced lifecycle requirements, you can define them later. The default incident lifecycle settings are:

Incident logged

Waiting for vendors

Active

Waiting for customer

Resolved

Closed

Follow these steps:

1.Click Lifecycle.

2.For each incident lifecycle stage, check the quick actions to occur.

3.To automatically send an email when the system updates the incident to the associated status, do the following:

a. Check Send Email.
b. Use the associated drop-down list to select a notification type, such as Incident Closure Notification when the incident is in the closed status.
c. Click Preview Email to preview the message.

4.To add another quick action to this lifecycle stage, do the following:

a. Click Add another action.
b. Select a quick action type. You can select from the following quick actions: Composite, Insert Child Object, Send Email, and Update Object.
c. Select a quick action. The system lists the quick actions that are associated with the selected quick action type.
d. Click Save.

5.Click Next to go to the next page.

Identifying Teams That Your Organization Supports

Use the Application Setup - Teams page to identify the teams that your organization will use to support its service desk. Teams that support your organization (that is, that the system lists with a Service Desk: Yes entry) can be either active or inactive.

There are three types of teams:

Supported and active

Supported and inactive

Not supported

Follow these steps:

1.Click Teams.

2.To activate a supported team that is currently not active, click Activate next to its name.

3.To deactivate a supported team that is currently active, click Deactivate next to its name.

4.To remove a team from the list of supported teams, do the following:

a. Click Edit next to its name.
b. Uncheck Service Desk.
c. Click Save. The system changes the entry to Service Desk: No.

5.To add a new team to support the service desk, do the following:

a. Click Add Team.
b. Enter a unique name for the team in the Title field.
c. Enter the email address for the team in the Email field. You can create a unique email account for each team.
d. Check Service Desk to include this team in the Service Desk support for first line incident response and resolution.
e. Click Save.

6.Click Next to save your settings and go to the next page. See Configuring the Service Desk.


Was this article useful?    

The topic was:

Inaccurate

Incomplete

Not what I expected

Other