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Incident Management Training

Resolver Group
ITSM 7.6.04

GITOS
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

For Training Purposes Only. Printed versions of this document may not be current.
Agenda
Introduction Searching for Incidents
The Incident Management Frequently Asked
console Questions
Working with Incidents Specifying Relationships
Reviewing an Incident
Accessing On-line Help
The In Progress process
Updating an Incident
The Re-Assignment
process
Resolving an Incident

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Introduction

Incident Management - Resolver Training


ITSM 7.6.04
Overview - Introduction
In this section we will look at:
The Incident Management Process
Opening the ITSM tool
The IT Home Page

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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

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The Incident Management Process
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 Group
Resolve or re-assign Incidents as required to meet
resolution expectations for Service Level Agreements

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The Incident Management Process
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 on

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Opening the ITSM tool
Below you can see the logon screen of the ITSM 7.6.04
tool

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

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The IT Home Page
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 Page
Collapsible 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 consoles
Each console opens in the same browser window (tab)
- To open a console in a new browser window you can
alternatively use: Shift + Click

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The IT Home Page

Links for Home,


Forward and
Backward Navigation

Collapsible Applications Menu Customizable


to access the available consoles in ITSM Live Content Panels
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The IT Home Page
How to customize which panels appear on the IT Home
Page?
1. Click on the Add content to layout button in the top right
corner of the screen

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The IT Home Page
2. Open the dropdown menu in the Show field to select what
option you would like to view in each panel

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The IT Home Page
3. You can remove any unnecessary panels by using the
Close button in the top right corner of the panel

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Page 15
The IT Home Page
4. 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

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Review - Introduction
In this section we have looked at:
The Incident Management Process
Opening the ITSM tool
The IT Home Page

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The Incident Management console

Incident Management - Resolver Training


ITSM 7.6.04
Overview The Incident Mgmt console
In this section we will look at:
How to access the Incident Management console
Parts of the Incident Mgmt console window
Using the Navigation buttons
The Counts section and the Incidents list
The Show and Filter By options
The Quick Actions option

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How to access the Incident Mgmt console
The Incident Management console is accessible from the
IT Home Page
1. Open the Applications Menu 2. Select the IM Console or
on the left handside the New Incident form

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Parts of the Incident Mgmt console window
Links for Home, Forward & Backward
Navigation and Recent List

The View Broadcasts button


displays the current broadcast
messages

The Counts section shows the number


of Incidents for various categories

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Using the Navigation buttons
The usage of the Home, Forward & Backward Navigation
and the Recent List buttons help you navigate easily through
the ITSM tool

The Backward The Forward The Recent List The Home


button brings button brings you button allows you button brings
you back to the back to the window to see the list of you back to
window you you were viewing tickets you were the IT Home
visited before using the working on Page
previously Backward button recently

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

When you click on any of the available


You can see up-to-date ticket buttons in the Counts section,
statistics in the Counts section the Incident list updates the displayed
tickets accordingly

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The Counts section and the Incidents list
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

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The Show and Filter By options
The Show and Filter By options appear on the top of the
Incidents list
These 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:

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

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The Show and Filter By options
You can also use the More Filters option to specify further
filtering options for the Incidents list

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The Quick Actions option
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

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Review The Incident Mgmt console
In this section we have looked at:
How to access the Incident Management console
Parts of the Incident Mgmt console window
Using the Navigation buttons
The Counts section and the Incidents list
The Show and Filter By options
The Quick Actions option

For Training Purposes Only. Printed versions of this document may not be current.
Working with Incidents

ITSM 7.6.04 Upgrade Awareness Training


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 process
Updating an Incident
The Re-Assignment process
Resolving an Incident

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Working with Incidents
- Reviewing an Incident

ITSM 7.6.04 Upgrade Awareness Training


Reviewing an Incident
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

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Reviewing an Incident
All Resolvers working on Incident tickets are expected to
review the following fields when starting to work on an
Incident:

Customer & Contact details Assigned Group


Notes & Summary Resolution details
Impact, Urgency, Priority Relationships
Status Categorizations
Work Info History

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Reviewing an Incident
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 Incident
Impact, Urgency and Priority: To understand the current state
of the Incident
Status & Status Reason: The 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

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Reviewing an Incident
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 ticket
Relationships: To identify all relationships to other tickets
Categorizations: 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
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Reviewing an Incident
Customer Relation-
& Contact ships
details

Notes & Work


Summary Info
History

Impact, Status
Urgency,
Priority

Assigned Resolution
Group details

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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

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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
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Reviewing an Incident
Customer & Contact details
When clicking on the arrows in the top-right corner, youll
see the Phone number and the Site of the Customer
and/or the Contact

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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: View Contact details: this Clear Contact : this


this button allows button allows you to view all button would clear
you to search for a the details of the current the currently
customer in the Customer / Contact (including selected user from
system Corporate ID and Department) this ticket

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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 youd need to
perform in order to be able to change the Phone number
or the Site of the user

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Reviewing an Incident
Customer & Contact details
Follow the below steps to change the Phone number or
the Site temporarily in a ticket:

1. Click on the arrows


in the top-right
corner

2. Click on the Edit


button next to the
field you would like
to modify

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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

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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

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Reviewing an Incident
Impact, Urgency & Priority
Impact:
Provides an indication of the problem's impact on the user
community
Urgency:
Provides an indication of how urgent the problem resolution
is to the requester
Priority:
This field is automatically set to the appropriate option
based on the combination of the Impact and Urgency
field values

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Reviewing an Incident
Impact, Urgency & Priority

Impact levels:
1-Extensive/Widespread
Service down for more than one user
2-Significant/Large
Service degraded for more than one user
3-Moderate/Limited
Service down for one user
4-Minor/Localized
No degradation of service or service degraded for one
user

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Reviewing an Incident
Impact, Urgency & Priority
Urgency levels
1-Critical 3-Medium
No Work Around in place Work Around in place, but
Large number of related not optimal
Incidents Low number of related
2-High Incidents
Issue affects a business critical Risk of Recurrence or
service additional Service Impact
Large number of related Minimal
Incidents 4-Low
Risk of Recurrence or additional Work Around in place
Service Impact High No Related Incidents
Large Number of users / sites Risk of Recurrence or
affected additional Service Impact
Low
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Reviewing an Incident
Impact, Urgency & Priority
The Priority levels are selected automatically based on
Impact + Urgency:

Standard Priority Levels


1-Critical
Mission critical business function or entity down
2-High:
Critical application problem
3-Medium
Non-critical application problem
4-Low
Non-critical, non-business impacting issue

For Training Purposes Only. Printed versions of this document may not be current.
Reviewing an Incident
Impact, Urgency & Priority
This table shows how the Priority Urgency
level is defined based on the Impact Critical High Medium Low
and the Urgency codes that were
selected by the Incident creator.

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

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Page 50
Reviewing an Incident
Status & Status Reason
Below you can see the available Status codes of
Incident tickets in ITSM:
New
Assigned
In Progress
Pending
Resolved
Closed
Cancelled

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Reviewing an Incident
Status & Status Reason
ITSM Incident Status Description
codes and their
explanations
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.

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Reviewing an Incident
Status & Status Reason
Status 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

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Reviewing an Incident
Status & Status Reason
Available Status Reason codes for the Pending Status
Automated Resolution Reported Automated Resolution Reported
Client Hold The 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 Third Party Vendor Action Required is required to continue
Required 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.

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Reviewing an Incident
Status & Status Reason
Available Status Reason codes for the Resolved Status
Automated Resolution Automated Resolution Reported
Reported

Customer Follow-Up The Incident has been resolved; and is awaiting


Required the Customer Follow-Up Activities.

Temporary Corrective The Incident has been resolved with Temporary


Action 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 The Incident has been resolved and does not
Required require further action.
Onsite SR An onsite SR has resolved the issue

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Reviewing an Incident
Status & Status Reason
Available Status Reason codes for the Closed Status
SD First Call Resolution SD performed First Call Resolution

A Customer Support Group has been assigned to


Customer Support Group resolve the Incident

SD Remote Assistance The Incident was resolved by SD Remote Assistance


Onsite SR An Onsite SR has resolved the Issue.
Automated Resolution Automated Resolution Reported
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 Infrastructure Change Created to resolve the
Created Incident.
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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

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

Add Edit View View


new selected and print Work
Work Work Work Info
Info Info Info History
History

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Reviewing an Incident
Assigned Group
Review this field in order to see which group is
supposed to take the next action on the ticket

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Reviewing an Incident
Resolution details
This field will only contain information if the issue has
been resolved already
The Resolution field is used for providing a description
of the solution

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Reviewing an Incident
Relationships
When opening the Relationships tab, youll 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

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Reviewing an Incident
Categorizations
The Categorization
information can be opened
from the navigation menu
on the left handside
To view the Incident
Categorization:
1. Open the Links menu
2. Click on Categorizations

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

Operational Resolution
Categorization Operational
Categorization

Product Resolution
Categorization Product
Categorization

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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

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Categorization guidelines
Categorizations
Operational 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.

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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

For Training Purposes Only. Printed versions of this document may not be current.
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

For Training Purposes Only. Printed versions of this document may not be current.
Working with Incidents
- The In Progress process

ITSM 7.6.04 Upgrade Awareness Training


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

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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 youll see a step-by-step guide about
how you can perform these steps in ITSM 7.6.04

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The In Progress process
1. Change the ticket status to
In Progress

2. Select your name in the


Assignee+ field using
the drop-down list

3. Add a Work Info note to the


ticket
Put your notes in the
Notes field
Click on Add

4. Click on Save
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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

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Working with Incidents
- Updating an Incident

ITSM 7.6.04 Upgrade Awareness Training


Updating an Incident
In this section we will look at:
What steps you need to perform whenever youve been
working on an Incident ticket
How to specify further details of Work Info entries

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Updating an Incident
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
Locking your Work Info entry
Specifying View Access (Public or Internal)

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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

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Updating an Incident
You can add up to 3
attachments to each
Work Info entry
The maximum file size
for attachments is
5 MB
You can create locked
or unlocked Work Info
logs
You can specify the
View Access as
Internal or Public

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Updating an Incident
In this section we have looked at:
What steps you need to perform whenever youve been
working on an Incident ticket
How to specify further details of Work Info entries

For Training Purposes Only. Printed versions of this document may not be current.
Working with Incidents
- The Re-Assignment process

ITSM 7.6.04 Upgrade Awareness Training


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 issue
Another resolver group is responsible for this issue
The 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

For Training Purposes Only. Printed versions of this document may not be current.
The Re-Assignment process
The following steps are performed in case of
re-assigning an Incident to any other Assigned Group
1. Change the ticket Status to: Assigned
2. Select the appropriate Assigned Group using the
drop-down menu
3. 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

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The Re-Assignment process
1. Change the ticket
Status to: Assigned

2. Select the appropriate


Assigned Group using
the drop-down menu

3. Provide a Work Info with


a description of the
issue

4. Click on Save

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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

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Working with Incidents
- Resolving an Incident

ITSM 7.6.04 Upgrade Awareness Training


Resolving an Incident
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

For Training Purposes Only. Printed versions of this document may not be current.
Resolving an Incident
Follow the below steps in order to Resolve an Incident:
1. Change the Incident Status to: Resolved
2. Specify the Status Reason Code
3. Provide information about the solution in the
Resolution field

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Resolving an Incident
4. Click on the Links
menu and open
the
Categorizations
window

5. Fill in the
Resolution
Categorization,
click on Save

6. Click on Save
again to save the
Incident
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Resolving an Incident
We will now review the steps that are required to resolve
an Incident:
1. Change the Incident Status to: Resolved
2. Specify the Status Reason Code
3. Provide information about the solution in the
Resolution field
4. Click on the Links menu and open the
Categorizations window
5. Fill in the Resolution Categorization, click on Save
6. Click on Save again to save the Incident

For Training Purposes Only. Printed versions of this document may not be current.
Resolving an Incident
In this section have looked at:
What steps to perform in case the issue that was described
in the ticket has already been resolved

For Training Purposes Only. Printed versions of this document may not be current.
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 Incident
The In Progress process
Updating an Incident
The Re-Assignment process
Resolving an Incident

For Training Purposes Only. Printed versions of this document may not be current.
Searching for Incidents in ITSM 7.6.04

ITSM 7.6.04 Upgrade Awareness Training


Overview
In this section we will look at:
The most important ways of searching for Incidents in
ITSM 7.6.04, including:

1. The Incident List searches


2. The Search Incident form
3. The Keyword based search within Incidents

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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 options
Add to Watch List option

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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 personally
You can adjust the default view of this list permanently by
changing your Application Preferences settings

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The Incident List searches
Default view and Application Preferences settings
To change your Application Preferences settings,
go to:
1. Functions menu
2. Application Preferences

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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

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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

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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

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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

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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
console
Your own Watch List is only visible to you personally

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The Incident List searches
Add to Watch List option
To add a specific Incident to your Watch List:
1. Highlight the ticket in your Incident List
2. Click on the Add to Watch List button

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The Incident List searches
Add to Watch List option
To view your Watch List:
1. Open the Incident Management Console
2. Select the Watch List option in the Show filtering field

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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

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The Search Incident form
The Search Incident form in ITSM 7.6.04:

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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

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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

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Overview
In this section we have looked at:
The most important ways of searching for Incidents in
ITSM 7.6.04, including:

1. The Incident List searches


2. The Search Incident form
3. The Keyword based search within Incidents

For Training Purposes Only. Printed versions of this document may not be current.
Frequently Asked Questions

ITSM 7.6.04 Upgrade Awareness Training


Frequently Asked Questions
In this section we will look at:
Specifying Relationships
Accessing Online Help

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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:
1. Click on the Create Relationship to option,
and specify the ticket type (Incident)

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Frequently Asked Questions
Specifying Relationships in ITSM 7.6.04
2. 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
3. Once the required ticket was found, highlight it and
specify the Relationship Type
4. 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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Frequently Asked Questions
Accessing Online Help

Any time you need assistance with the ITSM tool, the
Help link in the upper-right corner of the ITSM window can
be opened

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Frequently Asked Questions
The On-Line Help window will open allowing the user to
select the appropriate ITSM console
Double-click or highlight the console you require help with
and click on OK

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Frequently Asked Questions
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 functions
NOTE: This function does not provide process-specific
information

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Frequently Asked Questions
In this section we have looked at:
Specifying Relationships
Accessing On-Line Help

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Review and Summary

Incident Management - Resolver Training


ITSM 7.6.04
Review - Agenda
Introduction Searching for Incidents
The Incident Management Frequently Asked Questions
console
Specifying Relationships
Working with Incidents
Accessing On-line Help
Reviewing an Incident
The In Progress process
Updating an Incident
The Re-Assignment
process
Resolving an Incident

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Review - Objectives
You should now 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

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