Incident Management: Full Incident

This topic applies to systems using a Service Desk or Universal license only.

The Full Incident process is an extension to the Rich Incident with Survey process described in the previous section. As with the Rich Incident process, you can choose between a single- or two-step closure mechanism, and you cannot resolve or close an Incident if there are any incomplete Tasks. The Full Incident also uses similar notifications, Assign To Me, and With Customer and With 3rd Party features as the Rich Incident process. The extensions to the Rich Incident with Survey process are detailed below.

If the incident is completely dealt with for the end-user while it is being logged, selecting the Resolve on Creation check box on the Incident window progresses the incident directly to the Resolved status.

There are steps near the start of the Full Incident process that enable you to capture incidents that were logged with minimal information by end-users. Typically, incidents logged by end-users either using e-mail or a self service portal will not contain all of the standard information that an analyst would log. These incidents typically do not include a Category, and are assigned to the Service Desk group and moved to the Awaiting Response status until an analyst has used the Complete Mandatory Data action and completed the Category field. The process then moves to the In Progress status, is assigned to the current group and user, and is progressed like any other incident.

If the Category has been set to a category that has a value set in the Assign Group field on the Category window, then the incident is assigned to that group and it moves to the In Progress status. If the Category has been set to a category that does not have a value set in the Assign Group field on the Category window, then the incident is assigned to the Service Desk group and it moves to the In Progress status. (Unless it was logged by an analyst on behalf of themselves, in which case it moves to the Awaiting Response status.

Occasionally you will log an incident, such as a network failure, that affects many different end-users. In this case, you can declare the incident to be a Major Incident, which then enables you to add multiple affected users to this incident, with a separate child incident for each user. You declare a Major Incident using the Declare Major Incident action. There is also a Downgrade Major Incident action to reverse a major incident.

At the In Progress status you can create a change from the incident. This links the change to the incident, and copies the Raise User, Details, and Summary fields from the Incident window into the corresponding fields on the Change window.

At the Awaiting Response, In Progress, With Customer, and With 3rd Party statuses you can use the Assign to Me action to assign the request to the current user, and you can add a note. The Add Note action adds the note and also notifies the users that the analyst selects on the Note window (end users cannot choose to notify additional users); the current assigned user is also always notified, unless that is the Raise User.

From the In Progress, With Customer, and With 3rd Party statuses, there is a Watch Incident action. This creates an Incident Watch List Task, which is then used by the Incidents I Am Watching query to enable users to easily find Incidents that they are interested in.

For more information about the Incident Watch List Task, see Incident Management: Incident Watch List Task. For more information about the Incidents I Am Watching query, see Incidents I Am Watching.

The Resolution window includes a Create Knowledge Article? check box. If this is selected when the resolution is saved, a Knowledge Article is created that automatically populates the Title and Description of the Article with theTitle and Description of the Incident, and the Solution of the Article with the Description from the Resolution window of the Incident.

For more information about the Article process, see Knowledge Management: Core Article.

If you either unresolve or reopen an incident, then these incidents are flagged as Unresolved or Reopened accordingly. This highlights to analysts that these incidents have been resolved or closed previously.

Optional actions for each status:

Status

Optional actions

Open

Add Attachment
Add Linked Knowledge
Add Parent Incident
Add Problem
Detach Problem

Awaiting Response

Add Attachment

In Progress

Add Assignment
Add Attachment
Add Change
Add Linked Knowledge
Add Parent Incident
Add Problem
Add Reminder
Add Task
Create Child Incident
Detach Change
Detach Child Incident
Detach Linked Knowledge
Detach Problem

With Customer

Add Assignment
Add Attachment
Add Problem
Add Task
Detach Problem

With 3rd Party

Add Assignment
Add Attachment
Add Problem
Add Task
Detach Problem

Resolved

Add Attachment
Add Problem
Detach Problem

Closed

Add Problem
Detach Problem