Service Manager powered by HEAT

Responding to Incidents

•About Responding to Incidents

•About Incident Response Times

•Responding to an Escalated Incident

About Responding to Incidents

When an end user submits an incident through the Self-Service Portal, the system sets its initial status to logged. The system changes the status of the incident to assigned when it assigns the incident to an owner, such as a Service Desk Analyst.

About Incident Response Times

The amount of time that the incident is in the logged state is called the incident response time. If the incident response time exceeds a certain duration, as defined by the service level agreement, the system displays a notification on the Service Desk Management dashboard, and displays a breached status on the response progress bar.

The amount of time that an incident is in the logged, active, or waiting for resolution state before being set to resolved or closed is called the incident resolution time. When the incident resolution time exceeds the time defined for an incident to be resolved, its status is displayed in the Resolution Target area on the Incident workspace. Incident resolution has five increasingly urgent levels of escalation: 1st, 2nd, 3rd, 4th, and 5th (or breach).

To end an incident resolution escalation, resolve or close the incident.

If the incident is waiting for a response from someone (usually the person who opened it), the system sets the escalation clock back to zero. After a certain amount of time, as defined by the service level agreement, the system notifies the requester that there has been no response. If the requester does not respond in a certain amount of time (usually one business day), the system automatically closes the incident.

Responding to an Escalated Incident

When you are notified of an incident response escalation, do the following:

1.Log into the Service Desk Console.

2.From the Home tab, select either My Team's Unassigned Incidents or Incidents Pending Assignment.

3.Open the incident that is identified in the escalation notification.

4.In the Owner field, choose a name from the drop-down list.

5.Click Save.

The system does the following:

•Changes the status of the incident to active (the system considers the incident responded to) and ends the escalation.

•Creates a journal entry in the Journal section of the Incident workspace.

•Notifies the requester.