Service Manager

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Investigating an Incident

The goal of the Service Desk is to restore normal service at the initial point of contact with the incident requester. An incident resolved at the initial point of contact is called first call resolution.

If you resolve the incident at the initial point of contact, on the incident form, select First Call Resolution under the Resolution tab of the Incident form.

The system escalates incidents that are not successfully resolved by the Service Desk to a second or even third tier of support (usually a third-party vendor).

During the investigation and diagnosis phase, you can do the following:

•Attach a file: See Working With Attachments and URLs.

•Add activity history: See About Activity History.

•Create tasks for the incident: See Creating a Task.

•Create a change request: See Creating a Change Request.

•Monitor and escalate incidents : See Watching Escalations

•Update the status of an incident: See Assigning an Incident.

•Enter conversations with the customer or additional steps taken: See Adding a Journal Entry to a Business Object.

•View the service map to determine if there are services upstream or downstream to the incident service that are affecting it: See Working with the CI Map.

•Assess whether the incident is part of a problem and either link the incident to an existing problem or create a new problem to link to the incident: See Linking an Incident to Another Business Object.

•Determine if the incident matches another incident and resolve the current incident: See Using Related Items and Object Matching.

•View workflow instances: See Working with Workflow Instances.

•Resolve the incident: See Resolving Incidents.