Incidents Tab

This is the in-built incident management system. Incidents can either be manually created by the user, or automatically created from a Trigger (which is also user defined).

Incidents

There are four different states an incident will pass through during its lifecycle

  • New
  • Acknowledged
  • Waiting
  • Resolved
New

An Incident has occurred and has been logged, either manually by a user or automatically by a Trigger. No action or investigation has taken place and the incident will remain there until it is acknowledged

Acknowledged

An incident resolver has acknowledged an incident has been raised.

Waiting

An incident is being actioned. An incident Resolver is waiting on a 3rd party to complete works.

Resolved

Incident Resolver has found the root cause or a workaround has been put in place and it has been deemed resolved.

Incident Information


Ticket row

Incidents panel

Incident tabs

  • General - Information about incident
  • Activity - Changes and comments
  • Comments - View and upload comments



Activity

The activity tab monitors the changes and comments made on an incident. We define activity as a change in the item, for example, changing a text field or changing the state of the object.


Activity tab

Comments

The comments tab provides a way to read and write comments, filtered to this Incident.

Comments tab

Incident Creation

Manual

To create a new incident manually, click the + icon adjacent to the new status title.

There are several fields to fill out.

  • Subject - Short description. Who, what where.
  • Description - All the relevant detail about the incident.
  • Priority - Impact the incident is having on the business.
    • Priority 1 - Highest
    • Priority 2
    • Priority 3
    • Priority 4 - Lowest
  • Asset
  • Assigned Users
  • Notification email recipients - When changes are made recipients will be sent an email notification
  • Start timestamp - When the incident has occurred
  • End timestamp - When the incident has been resolved

Automatically

These incidents are created when a trigger is “triggered”. For more info check Triggers

Incident Management

To change the status of an incident, there are two options.

  • Option 1 - Click a particular incident, then using the status dropdown box and selecting the new status
  • Option 2 - Click and drag the incident to the new vertical

Global filtering

A filter that will apply to all incidents.

Global filters include

  • Priority
  • Archived
  • User
  • Started After
  • Started Before
  • Ended After
  • Ended Before

Incident List Options

To open the list options menu, click the vertical option icon adjacent to any incident status title. There are two list options

  • Change status of all tickets
  • Archive all

Change status of all tickets

Will change the status of all incidents to the selected status

  • Click 'Change status of all tickets', then using the status dropdown box select the desired status.
Archive all

Will archive all tickets that are displayed in the list

  • Click 'Archive all', then confirm the decision.