Updating an Incident
Once a service incident has been created, you are able to update, make changes, or resolve the incident.
When you open an existing incident, it will bring the incident up on the following screen:
The incident number will list at the top, and in the yellow shaded section you will see the full incident details as they were originally entered when the incident was submitted. All fields in white can be changed on this screen (fields in grayscale cannot).
Breakdown of Incident Actions:
Actions - When an incident is logged and saved, a number of actions become available, for example, Add Assignment, Add Note, and so on. The actions available on the process can change, depending upon its status. You can see which actions are available on the Actions list on the left hand side:
The Actions list has a separator: actions above the separator move the process on to a new status, towards completion; actions below the line are called optional actions, and are used to add information to the process. Most actions have a window associated with them, but others do not.
- Awaiting Resource Availability - this action allows you to change the status of the incident when the incident is awaiting resource availability and further actions are pending. Once the incident is no longer in this awaiting resource availability status, you can return the incident from this status and it changes the status back to "In Progress." When set to this status, an email will be sent to the customer with the details included in the "details" box:
- Convert to Request- this action converts the incident to a request. You can change the category and change the suggested group and analyst when converting to a request.
NOTE: when converting an existing incident to a request, once converted, this incident will automatically be set to a CLOSED status:
Resolve - this action resolves the incident. By default, the “Notify Raise Customer?” field will be checked, which sends an email notification to the customer. If you wish to not send an email notification regarding the resolution, uncheck the box. You can also add a tech resolution to the service incident in the “details” field:
- With 3rd Party - this action allows you to change the status of the incident when the incident is with a 3rd party and further actions are pending (either pending information or action from the 3rd party). Once the incident is no longer in this 3rd party status, you can return the incident from this status and it changes the status back to “In Progress”. When set to this status, an email will be sent to the customer with the details included in the "details" box:
- With Customer - this action allows you to change the status of the incident when the incident is with a customer and further actions are pending (either pending information or action from the customer). Once the incident is no longer in this customer status, you can return the incident from this status and it changes the status back to “In Progress”. When set to this status, an email will be sent to the customer with the details included in the "details" box:
- Add Attachment-
this action allows you to add an attachment to the incident. The current attachment file size limit is around 3MB. No limit has been found on the number of attachments that can be uploaded on an incident:
- Add Child Incident-
this action allows you to add a related child incident to the incident. You can add as many child incidents to this incident (which makes it a parent incident) as you want. Currently, when a parent incident is resolved, this does not automatically resolve all child incidents:
- Add Note - this action allows you to add a note to the incident. Notes can be utilized to add details to the description, add support and troubleshooting information to the incident, etc. You have the option to notify the customer (by checking the boxes) of this new note which will email the customer a copy of the note. If you wish for the note to be hidden from the customer, make sure that “is private” is checked as this will only allow support analysts to see the note in the incident log. NOTE: if “notify customer” and “is private” are both checked, this will send an email to the customer with the private note included!
- Add Parent Incident - this action allows you to add a related parent incident to the incident. Currently, when a parent incident is resolved, this does not automatically resolve all child incidents:
- Add Task - if an incident incorporates a number of activities, the incident can be subdivided using one or more tasks. Tasks contain actions that must be resolved before you can close or resolve the incident. You can assign a task to only one analyst, group, or role at a time. If your incident contains many tasks, each of these can be assigned to a different person. You can also add notes to a task. Task notes are separate and different from the general incident notes. Task notes are often used to describe the results of a problem analysis and diagnosis steps that are embodied by the task:
- Assign to Me - this action assigns the incident to yourself. NOTE: when using this action, be sure to verify which group you are signed into in the top-right hand corner of Web Desk view, as this will assign this incident to you as a member of that specified group.
- Attach Request - this action allows you to attach a related request to the incident:
- Change Assignment - this action allows you to re-assign the incident to a separate group or analyst. By default, the newly assigned analyst or group will receive an email notification of the re-assignment. You additionally have the option to notify the customer via email by checking "Notify End User?":
- Create Child Incident - this action allows you to create a separate child incident from this incident.
- Declare Major Incident - you can use this action to declare this incident as a “major incident”. Currently Service Desk is not utilizing this feature for reporting or flagging incidents. It is recommended that you not utilize this action as further implementation of the system may allow this action to be used for system-wide alerts and addressing major incidents.
If after you declare an incident as “major” the downgrade action will appear on the action menu to reverse the action:
- Detach Request - if a request had been created or attached to this incident, you use this action to find the request and to separate it from this incident:
- Remind Me - this action allows for you to set a reminder for this specific incident. Using reminders, you can send a message to yourself or to other analysts that appears at a specific time and date in the future:
NOTE: the date and time fields are required, with the time field being a 24 hour clock input.
- Watch Incident- selecting this action moves this incident to a watching status. It adds it to your “Incidents I Am Watching” query and allows the incident to show up in your “Assigned to Me” queue on Web Desk view (even if you are no longer the assigned analyst for this incident). NOTE: you will have to “unwatch” the incident in order to resolve this incident.
Send Supplemental Info Reminder - this action will only be available when a category that requires supplemental information has been selected, and the end user did not fill out the required supplemental info. By selecting this action, an email reminder is sent to the end user, and the status of the incident remains at “Awaiting Customer Information”.
- History - this area gives a log of the history of actions made on the service incident:
- Service Incident Log - at the bottom of each incident, you will see a log which outlines all actions that have been taken on an incident:
If you click on any of the actions in this log, it will display any results available.
Questions or Comments?
Please submit all questions, comments, or requests regarding the Service Desk system by selecting one of the quick links on the Service Desk Support dashboard. If you do not currently have access to Service Desk, please contact the VCU IT Support Center at (804) 828-2227 for assistance.