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Updating an Incident - Analyst

Narrative:

LANDESK Service Desk updating an Incident.

Once an Incident has been created and saved, it can be, modified, updated, or resolved.

Whenever you open an existing Incident, the screen will display the Actions menu and History of the Incident on the left.

The Incident number will appear above the Actions menu, and you will see the full Incident details that were entered when it was submitted.  Changes can only be made to the white fields.  All gray fields are locked.

Modifications to the Incident are primarily achieved through the commands available in the Actions menu.  The availability of specific actions may change depending on the type or status of the Incident.

There is a thin grey line in the Actions menu separating the two types of modifications that can be made.  The actions above the line move the ticket toward completion by giving it a new status.  

Convert to Request will convert the Incident to a request.  The Incident is closed with a generic Resolution and a partially completed Request form is generated with a new number.  You can change the Category, Suggested Group and Analyst during conversion to a Request.  The Customer will receive an email noting that the Incident was closed and a Service Request was opened.

Resolve will resolve the Incident.  The Analyst is required to provide a Resolution note when resolving an Incident.  By default, Notify Customer is selected and will email the Customer.  Uncheck this if you do not wish to send a Resolution email to the Customer.  The Resolution notes will still be available to the Customer if they view the Incident directly in Service Desk.

With 3rd Party applies a status change to the Incident indicating further actions are pending by a 3rd Party.  An email will be sent to the Customer with this Status Change and any Description you add in the Details field when you save the Incident.  You may change the status back to 'In Progress' by selecting ‘Back from 3rd Party’.

With Customer applies a status change to the Incident indicating further action is pending by the Customer.  An email is sent to the Customer with this Status Change and a Request for response.  You may change the status back to 'In Progress' when the Customer has replied with the required information by selecting ‘Back from Customer’.

Actions below the line are used solely to update the ticket.  Most actions will open a new page with fields for further information. 

Add Attachment will attach a file to the Incident.  You must provide a new Title for the file.  The current attachment size limit is 3MB.  However, you can attach as many files as you would like.

Add Child Incident will allow you to attach a related Incident to this ticket.  The ticket that you are adding would be made a Child Incident, while this ticket would act as a Parent.  You can add as many Child Incidents as you like.  Using the presented search tool, find the Incident.  Then, select the Incident and click 'OK'.  Currently, when you resolve a Parent Incident, the associated Child Incidents do not resolve automatically.

Add Note is the most commonly used action aside from Resolve.  It allows you to add more information to the description or provide support and troubleshooting details to other Analysts or to the Customer.  You have two options for Note notification, ‘notify the customer’ or ‘private’.  ‘Notify the Customer’ sends an email notification to the Customer with the details of the note included. Marking the note as Private will hide the note from the Customer view entirely.  If both boxes are checked, ‘Notify Customer’ will override ‘Private’ and an email notification of the note details will be sent to the Customer.  The Assigned Analyst or Group will always receive an email when a Note is added.

Add Parent Incident will attach your ticket (which would then become a Child Incident) to a separate Parent Incident.  Using the presented search tool, find the Incident just as before.

Add Task is used to subdivide responsibilities amongst Analysts or Groups in Service Desk.  A Task contains actions that must be completed before you can Resolve the Incident.  You may add Notes to the Task, but task notes are separate from general Incident notes.  (Task Notes will appear under the Task logs at the bottom of the Incident.)

Assign to Me will assign the Incident to you.  If you are a member of multiple groups, be sure to verify which 'Current group' is selected in the 'Web Desk' dashboard at the top right corner when using this action.

Attach Request allows you to attach a related Service Request to the Incident.  Using the presented search tool, find the Request in the same fashion as attaching an Incident.

Change Assignment will allow you to reassign the Incident to another Analyst or Group.  Select a Group from the dropdown menu and then an Analyst from within that Group.  Alternatively, you can search for the Analyst name which will then auto-populate the Groups in which that Analyst is a member.  The newly assigned Analyst or Group will receive an email notification of the Assignment.

Declare Major Incident is currently not in use and we'll notify you when the feature is turned on and implemented.

Detach Child Incident is used to detach a Child Incident that you have attached.  Use the presented search tool to find it.

Remind Me allows you to send an email reminder to yourself at a specific date and time.  Give the reminder a Title and provide a future Date and Time using the 24 hour clock.

Watch Incident will create a separate Task which appears in the 'Assigned To Me' queue.  The Task will appear even if you are no longer the Assigned Analyst for the Incident.  When you want to ‘unwatch’ the Incident, open the Task and select ‘Stop Watching’.  Then, select 'Cancel' or navigate away from the page to exit the Task.

The History of the ticket is tracked below the Actions menu.  This area gives you a log of all Actions made on the Incident.  You may click on an individual Action to review its details.

In addition to the history, an organized log appears at the bottom of the page.  This log also contains all modifications made to the Incident, but sorts them by Action name.  Clicking on an individual Action opens its details.

This has been an overview of how to update an Incident for Analysts.

This article was updated: 11/21/2017