GITOS Incident Management Training
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GITOS Incident Management Training

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GITOS Incident Management Training




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Presentation on theme: "GITOS Incident Management Training"— Presentation transcript:

Slide1

GITOS

Incident Management Training

Resolver Group

ITSM 7.6.04

Slide2

Objectives

Upon completion of this course, the participant

will

be

able to:

Understand the main features of the Incident Management Console

Describe the procedure to

modify

and search for

Incident

tickets

Describe the procedure to resolve Incident

tickets

Slide3

Agenda

Introduction

The Incident Management console

Working

with

IncidentsReviewing an IncidentThe In Progress processUpdating an IncidentThe Re-Assignment processResolving an Incident

Searching

for Incidents

Frequently Asked Questions

Specifying Relationships

Accessing On-line Help

Slide4

Introduction

Incident Management -

Resolver

Training

ITSM

7.6.04

Slide5

Overview - Introduction

In this section we will look at:

The Incident Management Process

Opening the ITSM tool

The IT Home Page

Slide6

The Incident Management Process

The Service Desk provides Level 1 user support and is responsible for creating and working on Incidents in ITSM

Resolvers function as the Level 2 and/or Level 3 Support Staff

and are

responsible for resolving Incidents assigned

to their group by the Level 1 Service Desk

Slide7

As an efficient Resolver you will:Locate and work on

Incident

tickets

that have been assigned to your team (

Work Group

)Manage the Incidents list of your Resolver GroupResolve or re-assign Incidents as required to meet resolution expectations for Service Level AgreementsThe Incident Management Process

Slide8

Upon Receiving a Notification mail for new Incidents that have been assigned to your group: Login to the ITSM tool with your credentials

On the next slides we will look at

-

How to open the application

-

What you can find on the Home Page of the tool after logging onThe Incident Management Process

Slide9

Opening the ITSM tool

Below you can see the

logon screen of

the ITSM 7.6.04 tool

Slide10

After logging on to ITSM, the IT Home Page is displayed:

The IT Home Page

Slide11

Features of the IT Home Page:The Home Page allows

you

to control the information that

is displayed on the Home Page

-

You can add 4 live-content panels to the Home PageCollapsible Applications Menu allows you to quickly access different functionalities and consoles of ITSM - You can save time when opening a console, as the Applications Menu is accessible from all consolesEach console opens

in the same browser

window

(tab

)

- To

open a console in a new browser

window

you can alternatively u

se

:

Shift +

Click

The IT Home Page

Slide12

Customizable

Live Content Panels

Collaps

i

ble

Applications

Menu

t

o access the available consoles in ITSM

Links for Home, Forward and Backward Navigation

The IT Home Page

Slide13

How to customize which panels appear on the IT Home Page?Click on the Add content to layout button in the top right corner of the screen

The IT Home Page

Slide14

Open the dropdown menu in the Show field to select what option you would like to view in each panel

The IT Home Page

Slide15

Page 15

You can remove any unnecessary panels by using the Close button in the top right corner of the panel

The IT Home Page

Slide16

Once you are finished with customizing the Home Page view, click on the Save Current Layout button This way you will see the same view the next time you visit the Home Page

The IT Home Page

Slide17

Review - Introduction

In this section we have looked at:

The Incident Management Process

Opening the ITSM tool

The IT Home Page

Slide18

The Incident Management console

Incident Management - Resolver Training

ITSM

7.6.04

Slide19

Overview – The Incident Mgm

t console

In this section we will look at:

How to access the Incident Management console

Parts of the Incident Mgmt

console windowUsing the Navigation buttonsThe Counts section and the Incidents listThe Show and Filter By options

The Quick Actions option

Slide20

The Incident Management console is accessible from the IT Home Page

Open the Applications Menu on the left

handside

Select the IM Console or the New Incident form

How to access the Incident Mgmt console

Slide21

The

Counts section shows

the number of

I

ncidents for various categories

Links for Home, Forward

&

Backward Navigation

and Recent List

The View Broadcasts button displays the current broadcast messages

Parts of the Incident Mgmt

c

onsole window

Slide22

The Home button brings you back to the IT Home Page

The Recent List button allows you to see the list of tickets you were working on recently

The usage of the

Home

, Forward

&

Backward Navigation

and

the Recent List buttons help you navigate easily through the ITSM tool

The Backward button brings you back to the window you visited previously

The Forward button brings you back to the window you were viewing before using the Backward button

Using the Navigation buttons

Slide23

The Counts section displays real-time statistics and provides direct access to customizable Incident lists

You can see up-to-date ticket statistics in the Counts section

When you click on any of the available buttons in the Counts section, the Incident list updates the displayed tickets accordingly

The Counts section and the Incidents list

Slide24

The statistics displayed in the Counts section can be customized by using the Show and Filter By filtering options

When you change the values in the Show and Filter By fields, the statistics displayed in the Counts section and the Incidents list are updated immediately

The Counts section and the Incidents list

Slide25

The Show and Filter By options appear on the top of the Incidents listThese options allow you to perform quick searches

The results of your searches will be displayed to you directly in the Incidents list

These are the available options in the Show drop-down list:

The Show and Filter By options

Slide26

Below you can see the available options in the Filter By field:

The Show and Filter By options

Slide27

You can also use the More Filters option to specify further filtering options for the Incidents list

The Show and Filter By options

Slide28

You can quickly perform various actions by using the Quick Actions menu, without having to open the Incident itself

Assign to Group Member” allows you to specify one of the members of your Assignment Group as the Assignee of the Incident

Assign to Me” allows you to quickly assign the Incident to yourself

Incident Closure” allows you to move

a Resolved Incident in the Closure phase

The Quick Actions option

Slide29

Review – The Incident Mgmt console

In this section we have looked at:

How to access the Incident Management console

Parts of the Incident Mgmt

c

onsole windowUsing the Navigation buttonsThe Counts section and the Incidents listThe Show and Filter By optionsThe Quick Actions option

Slide30

Working with Incidents

ITSM 7.6.04 Upgrade Awareness Training

Slide31

Reviewing an Incident

In this section we will look at how you can work with Incident tickets during your everyday work

The current section will cover the full lifecycle of the ticket handling process, including:

Reviewing an Incident

The In

Progress processUpdating an IncidentThe Re-Assignment processResolving an Incident

Slide32

Working with Incidents

- Reviewing an Incident

ITSM 7.6.04 Upgrade Awareness Training

Slide33

In this section we will look at:

Where you can find useful information in Incident tickets

Which fields are necessary to be reviewed before starting to work on an Incident

What is the meaning of the fields you can find in an Incident

Reviewing an Incident

Slide34

All Resolvers working on Incident tickets are expected to review

the following fields

when starting to work on an Incident:

Customer

& Contact details

Notes & Summary Impact

, Urgency, Priority

Status

Work

Info

History

Assigned

Group

Resolution details

Relationships

Categorizations

Reviewing an Incident

Slide35

Incident Review Expectations

Customer

& Contact details:

The Customer field contains information about the affected user. The Contact field contains information about the secondary contact for this issue.

Notes &

Summary: To be informed about the original worklog provided in the IncidentImpact, Urgency and Priority: To understand

the current state of the Incident

Status

& Status Reason

:

T

he Incidents location in the Incident Lifecycle

Work Info History

:

To

see

all investigation and diagnosis, workaround, escalation, communication and resolution activities

that have been performed so

far

Reviewing an Incident

Slide36

Incident Review Expectations

Resolution

details

:

This field is populated only once the issue has been resolved, and contains information about the solution that resolved the issue

Assigned Group: To see which group is supposed to take the next action on the ticketRelationships: To identify all relationships to other ticketsCategorizations: To see the Operation and Product Categorization of the ticket

On the next slide we will take a look at where you can find these fields in the Incident ticket window

Reviewing an Incident

Slide37

Reviewing an Incident

Customer & Contact

details

Impact

, Urgency, Priority

Notes &

Summary

Status

Work

Info History

Resolution details

Relation-ships

Assigned Group

Slide38

Reviewing an Incident

Now we will look at further details about the fields that are necessary to be reviewed when working with Incidents

This will help you to understand the information displayed in the fields of the Incident tickets

Slide39

Reviewing an Incident

Customer & Contact details

The Customer field contains the name of the user who is affected

-

This field will always contain the name of a user

The Contact field can be used to indicate a 2nd contact person for the ticket

-

This field will only contain the name of a user if there was a 2nd contact person

Slide40

Reviewing an Incident

Customer & Contact details

When clicking on the arrows in the top-right corner, you’ll see the Phone number and the Site of the Customer and/or the Contact

Slide41

Reviewing an Incident

Customer & Contact details

Below you can find information about the functionality of the buttons next to the Customer and Contact fields

Customer Search: this button allows you to search for a customer in the system

View Contact details: this button allows you to view all the details of the current Customer / Contact (

including Corporate

ID and

Department)

Clear Contact : this button would clear the currently selected user from this ticket

Slide42

Reviewing an Incident

Customer & Contact details

You can also temporarily change the Phone number and/or the Site of the Customer and/or the Contact if necessary

This will only affect the ticket that you are working on currently

On the next slide we will look at the steps you’d need to perform in order to be able to change the Phone number or the Site of the user

Slide43

Reviewing an Incident

Customer & Contact details

Follow the below steps to change the Phone number or the Site temporarily in a ticket:

Click on the arrows in

the top-right corner

Click on the Edit button next to the field you would like to modify

Slide44

Reviewing an Incident

Notes & Summary

The Summary field contains a brief summary of the issue

The Notes field contains the initial work information from the group that created the ticket

To look at the full details of the Notes section: click on the button next to the Notes field

Slide45

Reviewing an Incident

Impact, Urgency & Priority

These fields provide information about the business criticality of the issue that is

described

in the ticket

These fields will already be populated once the ticket is assigned to a Resolver Group (the creator of the ticket will provide this information)

The combination of the Impact and the Urgency form the Priority of each ticket

On the next slides we will review the meaning of the Impact, Urgency and Priority codes

Slide46

Impact, Urgency & PriorityImpact: Provides

an indication of the problem's impact on the user community

Urgency:

P

rovide

s an indication of how urgent the problem resolution is to the requesterPriority: This field is automatically set to the appropriate option based on the combination of the Impact and Urgency field valuesReviewing an Incident

Slide47

Impact, Urgency & PriorityImpact levels:

1-Extensive/Widespread

Service down for more than one user

2-Significant/Large

Service degraded for more than one user3-Moderate/Limited Service down for one user4-Minor/Localized No degradation of service or service degraded for one user

Reviewing an Incident

Slide48

Impact, Urgency & PriorityUrgency levels1-Critical

No Work Around in place

Large number of related Incidents

2-High

I

ssue affects a business critical serviceLarge number of related IncidentsRisk of Recurrence or additional Service Impact High Large Number of users / sites affected

Reviewing an Incident

3-Medium

Work

Around in place, but not optimal

Low

number of related Incidents

Risk

of Recurrence or additional Service Impact Minimal

4-Low

Work

Around in place

No

Related Incidents

Risk

of Recurrence or additional Service Impact

Low

Slide49

Impact, Urgency & PriorityThe Priority levels are selected automatically based on Impact + Urgency:

Standard

Priority Levels

1-Critica

l

Mission critical business function or entity down 2-High: Critical application problem 3-MediumNon-critical application problem 4-LowNon-critical, non-business impacting issue

Reviewing an Incident

Slide50

Page 50

This table shows how the Priority level is defined based on the Impact and the Urgency codes that were selected by the Incident creator.

Urgency

Critical

High

Medium

Low

Impact

1

-

Extensive/Widespread

Critical

Critical

High

Low

2-Significant/Large

Critical

High

Medium

Low

3-Moderate/Limited

High

High

Medium

Low

4-Minor/localized

High

Medium

Medium

Low

Reviewing an Incident

Impact, Urgency &

Priority

Slide51

Reviewing an Incident

Status & Status Reason

Below you can see the available Status codes of Incident tickets in ITSM:

New

Assigned

In ProgressPending

Resolved

Closed

Cancelled

Slide52

Status & Status Reason

ITSM

Incident

Status

codes and their explanations

Description

New

The incident request has not yet been saved

Assigned

The responsibility for the resolution of the incident request has been assigned to a specific group or group member.

In Progress

The incident request is currently being resolved.

Pending

It is temporarily not possible to make any further progress in the resolution of the incident request. The reason for this is specified in the

Status Reason

field.

Resolved

The work on the resolution of the incident request has come to an end because of the reason specified in the

Status Reason

field.

Closed

The incident request has been closed because the customer has accepted the solution, or because of the reason specified in the

Status Reason

field.

Cancelled

The incident request has been cancelled because the customer has withdrawn the request.

Reviewing an Incident

Slide53

Status & Status ReasonStatus Reason codes are only required when using one of the following 3 Status codes: Pending

Resolved

Closed

The Status Reason codes are available from the drop-down menu according to the Status that was selected

On the next slides we will take a look at the available Status Reason codes and their explanations

Reviewing an Incident

Slide54

Available

Status Reason codes for the

Pending

Status

Automated Resolution Reported

Automated Resolution ReportedClient HoldThe Client has asked for the Incident to be placed on Hold.

Client Action Required

Action by the client is required to continue with the request.

Support Contact Hold

Support Contact Hold

Local Site Action Required

Action by someone at the local site is required to continue with the request.

Purchase Order Approval

Purchase Order Approval required to continue with the request.

Registration Approval

Registration Approval required to continue with the request.

Supplier Delivery

Supplier Delivery of equipment is required to continue with the request.

Third Party Vendor Action Required

Third Party Vendor Action Required is required to continue with the request.

Infrastructure Change

Infrastructure Change

Request

A request has been placed.

Onsite SR

Onsite SR has been submitted

Monitoring Incident

The Incident is being monitored.

Future Enhancement

Future Enhancement required to continue with the request.

Reviewing an Incident

Status & Status

Reason

Slide55

Available

Status Reason codes for the

Resolved Status

Automated Resolution Reported

Automated Resolution Reported

Customer Follow-Up RequiredThe Incident has been resolved; and is awaiting the Customer Follow-Up Activities.

Temporary Corrective Action

The Incident has been resolved with Temporary Corrective Action

Future Enhancement

The Incident has been moved to a resolved status with the understanding that a future enhancement is required.

Monitoring Incident

The Incident has been moved to a resolved status; and the Technical support is monitoring the Incident.

No Further Action Required

The Incident has been resolved and does not require further action.

Onsite SR

An onsite SR has resolved the issue

Reviewing an Incident

Status & Status

Reason

Slide56

Available

Status Reason codes for the

Closed Status

SD First Call Resolution

SD performed First Call Resolution

Customer Support GroupA Customer Support Group has been assigned to resolve the IncidentSD Remote Assistance

The Incident was resolved by SD Remote Assistance

Onsite SR

An Onsite SR has resolved the Issue.

Automated Resolution Reported

Automated Resolution Reported

Support

Group

A

Support

Group has resolved the Incident.

Vendor

A Vendor has resolved the Incident.

SD Resolution

A SD Agent has resolved the Incident.

Infrastructure Change Created

Infrastructure Change Created to resolve the

Incident

.

Status & Status

Reason

Reviewing an Incident

Slide57

Reviewing an Incident

Work Info History

Look at the default Work Detail tab of the Incident to see information about work that has been done previously on the current ticket

Slide58

View Work Info History

Work Info History

You can also use the buttons above the Work Info Entry list for further functionalities related to the Work Info

Add new Work Info

View and print Work Info History

Edit selected Work Info

Reviewing an Incident

Slide59

Reviewing an Incident

Assigned Group

Review this field in order to

see which group is supposed to take the next action on the ticket

Slide60

Reviewing an Incident

Resolution details

This field

will only contain information if the issue

has been

resolved alreadyThe Resolution field is used for providing a description of the solution

Slide61

Reviewing an Incident

Relationships

When opening the Relationships tab, you’ll see if there is a relationship between the current ticket and another ticket

These Relationships can be specified manually

We will look at how you can specify Relationships at the end of this training

Slide62

Reviewing an Incident

Categorizations

The Categorization information can be opened from the navigation menu on the left handside

To view the Incident Categorization:

Open the Links menu

Click on Categorizations

Slide63

Reviewing an Incident

Categorizations

The Categorizations of an Incident ticket is divided into 4 main sections

Operational Categorization

Product Categorization

Resolution Operational Categorization

Resolution Product Categorization

Slide64

Reviewing an Incident

Categorizations

The Operational and Product Categorizations will alreday be populated once you receive the Incident

The Resolution Categorizations will be populated when Resolving the Incident ticket

Slide65

Categorization guidelines

Categorizations

Operation

al

Categorization Guidelines

Tiers

Description

Tier 1

Description

of what happened to the product or service.

Example: Failure, Error Message

Tier 2

High Level component that is being affected.

Tier 3

Specific component that is being affected.

Slide66

Categorization guidelines

Categorizations

Product Categorization Guidelines

Tiers

Description

Tier 1

High Level Organization of Products and Services.

Example: Infrastructure = Server, Database, network

Tier 2

Mid level break down of products and services

Tier 3

Product or service that is being affected

Example: Email

Product Name

Name of the Product or Service.

Example: Outlook or Lotus Notes

Model/Version

Specific Version of the Product Name.

Example: Outlook 2000

Manufacture

Manufacture of the Product or service.

Example: Microsoft

Slide67

Reviewing an Incident

In this section we have looked at:

Where you can find useful information in Incident tickets

Which fields are necessary to be reviewed before starting to work on an Incident

What is the meaning of the fields you can find in Incidents

Slide68

Working with Incidents

- The In Progress process

ITSM 7.6.04 Upgrade Awareness Training

Slide69

The In Progress process

In this section we will look at:

What steps to perform after reviewing an Incident

How to indicate that you have started to work on a specific Incident

Slide70

The In Progress process

The Work in Progress process begins after reviewing the details of an Incident ticket

With this step you accept / acknowledge working on a specific ticket

On the next slide you’ll see a step-by-step guide about how you can perform these steps in ITSM 7.6.04

Slide71

Change the ticket status to In Progress

Select your name in the

Assignee+

field using the drop-down list

Add a

Work Info note to the ticketPut your notes in the Notes fieldClick on Add

Click on

Save

The In Progress process

Slide72

The In Progress process

In this section we have looked at:

What steps to perform after reviewing an Incident

How to indicate that you have started to work on a specific Incident

Slide73

Working with Incidents

- Updating an Incident

ITSM 7.6.04 Upgrade Awareness Training

Slide74

Updating an Incident

In this section we will look at:

What steps you need to perform whenever you’ve been working on an Incident ticket

How to specify further details of Work Info entries

Slide75

On the previous slides we have already seen how you can quickly add a simple Work Info to a ticket

Now we will look at further options you can specify for your Work Info, such as:

Adding multiple attachments

Specifying Work Info Type

L

ocking your Work Info entrySpecifying View Access (Public or Internal)

Updating an Incident

Slide76

Updating an Incident

This is the Work Info area without the additional editing options:

This is what you will see after clicking on the More Details button in the Work Info area

Slide77

You can add up to

3 attachments to each Work Info entry

The maximum file size for attachments is 5 M

B

You can create locked or unlocked Work Info logs

You can specify the View Access as Internal or PublicUpdating an Incident

Slide78

Updating an Incident

In this section we have looked at:

What steps you need to perform whenever you’ve been working on an Incident ticket

How to specify further details of Work Info entries

Slide79

Working with Incidents

- The Re-Assignment process

ITSM 7.6.04 Upgrade Awareness Training

Slide80

The Re-Assignment process

In this section we will look at

:

What to do in case an Incident ticket has to be assigned to another Assigned Group

-

This might have several different reasons, such as:Another resolver group has to perform some work related to the resolution of the issueAnother resolver group is responsible for this issueThe ticket does not contain sufficient information in order to be resolved and has to be assigned back to the Service Desk

The ticket was incorrectly assigned to the wrong resolver group and has to be assigned back to the Service Desk for further actions

Slide81

The Re-Assignment process

The following steps are performed in case of re-assigning an Incident to any other Assigned Group

Change the ticket Status to: Assigned

Select the appropriate Assigned Group using the drop-down menu

Provide a Work Info with a description of the issue

On the next slide we will take a look at how you can perform these steps in ITSM 7.6.04, including screenshots

Slide82

The Re-Assignment process

Change

the ticket

Status to:

Assigned

Select the appropriate Assigned Group using the drop-down menu Provide a Work Info with a description of the issue

Click on Save

Slide83

The Re-Assignment process

In this section we have looked at:

What to do in case an Incident ticket has to be assigned to another Assigned Group

Slide84

Working with Incidents

- Resolving an Incident

ITSM 7.6.04 Upgrade Awareness Training

Slide85

In this section we will look at:

What steps to

perform in case the issue that was described in the ticket has already been resolved

Resolving an Incident

Slide86

Resolving an Incident

Follow the below steps in order to Resolve an Incident:

Change the Incident Status to: Resolved

Specify the Status Reason Code

Provide information about the solution in the Resolution field

Slide87

Resolving an Incident

Click on the Links menu and open the Categorizations window

Fill in the Resolution Categorization, click on Save

Click on Save again to save the Incident

Slide88

Resolving an Incident

We will now review the steps that are required to resolve an Incident:

Change the Incident Status to:

Resolved

Specify the

Status Reason CodeProvide information about the solution in the Resolution fieldClick on the Links menu and open the Categorizations window

Fill in the

Resolution Categorization

, click on

Save

Click on

Save

again to save the Incident

Slide89

In this section have looked at:

What steps to

perform in case the issue that was described in the ticket has already been resolved

Resolving an Incident

Slide90

Review - Working with Incidents

In this section we

have looked at

how you can work with Incident tickets during your everyday work

The current section

covered the full lifecycle of the ticket handling process, including:Reviewing an IncidentThe In Progress processUpdating an IncidentThe Re-Assignment process

Resolving an Incident

Slide91

Searching for Incidents in ITSM 7.6.04

ITSM 7.6.04 Upgrade Awareness Training

Slide92

Overview

In this section we will look at:

The most important ways of searching for Incidents in ITSM 7.6.04, including:

The Incident List searches

The Search Incident form

The Keyword based search within Incidents

Slide93

The Incident List searches

The following options and settings are available when using the Incident List as a basis of your Incident searches:

Default view and Application Preferences settings

Show and Filter By options

More Filters option

Quick Actions optionsAdd to Watch List option

Slide94

The Incident List searches

Default view and

Application

Preferences

settings

In the Incidents list you will see by default all Incidents that are assigned to you personallyYou can adjust the default view of this list permanently by changing your Application Preferences settings

Slide95

The Incident List searches

Default view and

Application

Preferences

settings

To change your Application Preferences settings, go to:Functions menuApplication Preferences

Slide96

The Incident List searches

Default view and

Application

Preferences

settings

You can then adjust your default Incident List view settings in the Application Preferences window

Slide97

The Incident List searches

Show and Filter By options

You can temporarily change the search criteria of the Incident List by adjusting the selections in the Show and Filter By fields

Slide98

The Incident List searches

More Filters option

You can use additional filtering options by clicking on the More Filters options next to the Filter By field

This will also automatically update the results displayed in the Incident List window

Slide99

The Incident List searches

Quick Actions options

You can

perform

various actions by using the Quick Actions

menu above the Incident List, without having to open the Incident itself

„Assign to Group Member” allows you to specify one of the members of your Assignment Group as the Assignee of the Incident

„Assign to Me” allows you to quickly assign the Incident to yourself

Incident Closure” allows you to move

a Resolved Incident in the Closure phase

Slide100

The Incident List searches

Add to Watch List option

You can

add any Incidents from the Incident List to a so called Watch List

The Watch List helps you to keep an eye on critical or urgent tickets

Your Watch List can be accessed any time from the IM consoleYour own Watch List is only visible to you personally

Slide101

The Incident List searches

Add to Watch List option

To add a specific Incident to your Watch List:

Highlight the ticket in your Incident List

Click on the Add to Watch List button

Slide102

The Incident List searches

Add to Watch List option

To view your Watch List:

Open the Incident Management Console

Select the Watch List option in the Show filtering field

Slide103

The Search Incident form

You can also use the Search Incident form to perform Incident Searches

When using the Search Incident form, you will see an empty Incident ticket window which you can use to specify your search criteria

You can extend the functionalities of the Search Incident form by using the Advanced Search or the Saved Searches options

Slide104

The Search Incident form

The Search Incident form in ITSM 7.6.04:

Slide105

The Search Incident form

The Advanced Search option and the Searches button to save your searches can be found on the top of the Search Incident form

The Advanced Search option allows you to specify additional search criteria using the qualification builder feature

The Searches option allows you to save your search criteria for later use

Slide106

The Keyword based search within Incidents

By pressing F3 on your keyboard when viewing an Incident, you can search for specific keywords within the ticket you are viewing at the moment

ITSM will highlight the specified word in the Incident window

Slide107

Overview

In this section we have looked at:

The most important ways of searching for Incidents in ITSM 7.6.04, including:

The Incident List searches

The Search Incident form

The Keyword based search within Incidents

Slide108

Frequently Asked Questions

ITSM 7.6.04 Upgrade Awareness Training

Slide109

Frequently Asked Questions

In this section we will look at:

Specifying Relationships

Accessing

Online Help

Slide110

Frequently Asked Questions

Specifying Relationships in ITSM 7.6.04

To specify a Relationship between 2 existing tickets in ITSM 7.6.04, the following steps can be performed:

Click on the

Create Relationship to

option, and specify the ticket type (Incident)

Slide111

Frequently Asked Questions

Specifying Relationships in ITSM 7.6.04

In the Incident Relationship Search window, perform a search for the ticket you would like to relate your current ticket to

Tip:

Enter your Search criteria (E.g.: Incident ID, Status or Assigned Group, etc.)

Click on Search

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Frequently Asked Questions

Specifying Relationships in ITSM 7.6.04

Once the required ticket was found, highlight it and specify the Relationship Type

Click on the Relate button

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Frequently Asked Questions

Specifying Relationships in ITSM 7.6.04

The Relationship will now be visible on the Relationships tab of the Incident

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Accessing Online HelpAny time you

need assistance with the ITSM tool, the Help link in the upper

-right corner

of the ITSM

window can be opened

Frequently Asked Questions

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The On-Line Help window will open allowing the user to select the appropriate ITSM consoleDouble-click or highlight the console you require help with

and

click on

OK

Frequently Asked Questions

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The On-Line Help window will open and the menu will allow the user to browse through the topics related to out of the box ITSM functionsNOTE: This function does not provide process-specific information

Frequently Asked Questions

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In this section we have looked at:Specifying RelationshipsAccessing On-Line Help

Frequently Asked Questions

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Review and Summary

Incident Management -

Resolver

Training

ITSM

7.6.04

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Review - Agenda

Introduction

The Incident Management console

Working

with

IncidentsReviewing an IncidentThe In Progress processUpdating an IncidentThe Re-Assignment processResolving an Incident

Searching

for Incidents

Frequently Asked Questions

Specifying Relationships

Accessing On-line Help

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Review - Objectives

You should now

be

able to:

Understand the main features of the Incident Management ConsoleDescribe the procedure to modify and search for Incident ticketsDescribe the procedure to resolve Incident tickets