Service Manager

This is the latest version of the help for Ivanti Service Manager 2018. If you cannot find some of the features described in the help, you may be using an older version of the application. To upgrade the application, click here.
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Tracking an Incident

•About Tracking an Incident

•About Viewing an Incident

•Viewing an Incident in the My Open Items Pane

•Viewing an Incident in the My Items Workspace

About Tracking an Incident

While a Service Desk Analyst works to resolve your incident, you can do the following:

•View the incident.

•Update or add information to the incident.

The system sends you periodic emails as a Service Desk Analyst works to resolve your incident. Some emails are routine notifications telling you that the status of your incident has changed. Other emails might ask you to provide additional information.

All emails are logged within the incident. If an email requires a response from you, the system assigns a required response time to the email. If you do not respond within the response time, the system consider the incident to be resolved and closes it automatically. The default required response time before the incident automatically closes after it is resolved is one day, but it might be set differently for your organization.

About Viewing an Incident

You can view an incident from one of the following places:

•The My Open Items pane on the Self-Service Portal.

•The My Items workspace.

After you locate the incident, click it to open it. You can now view more details and update your incident with an attachment or note, as described in Updating an Incident.

Viewing an Incident in the My Open Items Pane

If the incident has not been closed, it is listed in the My Open Items pane on the Self-Service Portal. View the status of the incident from the progress bar.

1.Log into the Self-Service Portal.

2.Click an incident in the My Open Items pane to display it in the My Items workspace. From there you can:

•Update the incident, as described in Updating an Incident.

•Close the incident, as described in Closing an Incident.

3.If you do not see the incident that you created in the My Open Items pane, click View All My Items to display it in the My Items tab.

Viewing an Incident in the My Items Workspace

If the incident is resolved, if you do not know its status, or if you do not see it in the My Open Items pane, you can view it in the My Items workspace:

1.Log into the Self-Service Portal.

2.Click View all My Items or click the My Items tab on the Self Service home page.

The system displays a list of all your items (incidents, service requests, requests for approvals, and so on). The list contains the following information:

3.Find your incident by reviewing the list manually or by searching:

a.

In the Search My Items field, enter one or more keywords to search for an item by any of the column headings. For example, to search for all closed items, enter closed.

b.

In the field to the right of the Search My Items field, select the scope of the search (all, incident, service request, or approval request).

c.

Click the search icon . The system displays a list of matching items.

4.Click the incident to view. The system displays the incident record.