Using the Incident Management Wizard to Set Up Incident Management

The Incident Management Wizard is part of the Application Setup Page. Use this wizard to define how your Service Desk will manage incidents.

Incident Management Page

Classification

Define incident categories for each service. Classifying incidents aids you in assignment, escalation, problem analysis, and reporting.

Select a service to view all the categories that are associated with it.
To add a category, click Add Category, enter a name, and click Save & Activate. The system adds the category to the list and makes it active. By default, each category is active and available for customization.
To deactivate a category, click Deactivate next to the category name. Click Activate to activate it again.
To modify a category name, click Rename next to the category name. Enter a new name for the category and click Save.

Service	Categories
Application Development Service	Application development services, such as: Application security Connectivity Error messages Functionality How to Performance
Benefits Management	Benefits management services, such as: Application security Benefits management Connectivity Functionality How to Missing item
Communications Services	Services related to audio and video communications, such as: Account lockout Connectivity Error messages Functionality How to Performance Telephone failure Voicemail issues
CRM Service	CRM (Customer Relationship Management) system services, such as: Account lockout Application security Connectivity Data corruption Data loss Functionality How to Performance
Data Service	Data services, such as: Accident report Backup Capacity Connectivity Data corruption Data loss Error message Functionality How to Performance
Demo Service	Demo category
Desktop Service	Provides services that manage the hardware and software at the desktop level. Account lockout Application error Application failure Application security Boot failure Cable failure Capacity Computer provisioning Connection failure Connectivity Data loss Desktop hardware Desktop software Device failure Error messages Functionality Hard drive failure How to Incorrect address book Internet failure Network folder failure No dial tone Out of disk space Performance issue Printer failure Software failure Software installation Software request Telephone failure Virus/Trojan Warning
Email Service	Email services, such as: Account lockout Application security Capacity Client failure Connectivity Corrupt mailbox Delivery failure Error message Functionality How to Missing item Performance Warning
Employee Administration	Administrative functions of employee management, such as: Account lockout Application security Capacity Connectivity Data loss Functionality How to Incorrect address book Misconduct Performance Warning
Employee Development	Employee development issues, such as: Account lockout Application security Capacity Connectivity Data loss Functionality How to Lost training material Training complaint
Enterprise Application Service	Provides support for enterprise-wide applications, such as: Accident report Account lockout Application security Capacity Connectivity Data loss Enterprise application service Error message How to Performance Warning
Facilities Management	Facilities management tasks, such as: Accident report Account lockout Application security Capacity Connectivity Data loss Delivery failure Facility maintenance Facility safety Facility security Functionality How to Missing item Power failure Temperature
Financial Service	Financial services, such as: Account lockout Application security Capacity Connectivity Data loss Error message Functionality How to Missing item Performance Warning
HR System	Human resources system, such as: Account lockout Application security Capacity Connectivity Data loss Error message Functionality How to Performance
IT General Administration	IT general administration services.
Mail Service	Mail services, such as: Account lockout Application security Capacity Connectivity Data loss Delivery failure Functionality How to Missing item Non delivery
Mobile Communication	Mobile communication issues, such as: Accident report Account lockout Capacity Connection failure Connectivity Device failure Functionality How to International dialing failure Lost or stolen phone Performance Voicemail issue
Network Service	Provides services for network-related requests, such as: Account lockout Capacity Connectivity Error message How to Network folder failure Performance
Payroll Administration	Payroll administration services, such as: Account lockout Application security Capacity Connectivity Data loss Functionality How to Misconduct Missing item Performance Wrong bonus Wrong pay Wrong tax code
Printing Service	Printing services, such as: Accident report Account lockout Application security Capacity Connectivity Error message How to Missing item Performance Printer failure
QA	QA services, such as: Performance
Server Administration	Provides support for servers, including maintenance, backups, and installations: Account lockout Application security Boot failure Capacity Connectivity Data loss Device failure Error message Functionality How to Performance Virus/Trojan Warning
Service Desk	Services used to record requests not related to a specific service in the Service Catalog, such as: Capacity Connectivity How to Misconduct Service desk
Supply Chain	Supply chain services such as: Account lockout Capacity Connectivity Data loss Functionality How to Misconduct Missing item
Travel Management	Travel management services, such as: Accident report Account lockout Application security Connectivity Functionality How to Misconduct Missing item Performance
Web Hosting Service	Web hosting services, such as: Account lockout Application security Capacity Connectivity Data loss Error message Functionality How to Missing item Web site failure

Escalation

Specify the response, type of response, and resolution schedule based on classification, service level, and priorities.

Use this module to define how your service desk prioritizes and responds to incidents in the HEAT escalation engine. This includes the total resolution time in an escalation lifecycle upon its creation, and the length and dependencies of each escalation stage.

Factors affecting escalation schedules can include hours of operation and service level agreements. Throughout the incident management process, the system notifies users when there is a change in the status of the incident and when the incident is resolved.

By default, the wizard displays priority categories 1 to 5, each with its default time limits for responding to an incident once logged, as well as a default interval for resolving the incident.

To customize these settings for a priority level, click Edit.

Check Target resolution time to enable this portion of the escalation schedule. Here, you define a target resolution time for the incident. This can be dictated by a service level agreement.

Enter a number in the field.
Select an interval from the drop-down list (minutes, hours, or days).

Select the hours of operation for your organization.

Set the levels of escalation associated with the resolution cycle.

Check After for each escalation level to enable. You can define up to three escalation levels.
Enter a number in the field provided.
Select an interval from the drop-down list (minutes, hours, or days).
From the drop-down list, select an action to take when the time limit has expired on the escalation.
From the After the target time has reached drop-down list, select an action to take when the time expires on the resolution cycle.

For example, a priority 1 incident is set to resolve in 1 day. The first escalation is set to occur after 5 hours and 2 minutes (21%) from the incident creation time. The second escalation is set to occur after 7 hours and 12 minutes (30%) from the incident creation time. The third escalation is set to occur after 19 hours and 55 minutes (83%) from the incident creation time. A notification is sent to the Service Desk Manager when the resolution time is breached.

From the After the target time has reached drop-down list, select the action to occur when the target time is breached:

Action	Definition
none	No action taken.
"Waiting for Customer"	Adds an incident with a status of waiting for customer to the record.
1st Escalation Notification	Sends a first-escalation notification message to associated parties.
2nd Escalation Notification	Sends a second-escalation notification message to associated parties.
3rd Escalation Notification	Sends a third-escalation notification message to associated parties.
Account Lockout	Adds this incident classification to the record.
Account Lockout - Domain	Adds this incident classification to the record.
Account Lockout - HR System	Adds this incident classification to the record.
Add Attachment	Adds this instruction to the record.
Add Change	Adds this instruction to the record.
Add Internal Task	Adds this instruction to the record.
Add Inventory Item - Computer	Adds this instruction to the record.
Add Inventory Item - Mobile	Adds this instruction to the record.
Add Inventory Item - Network Device	Adds this instruction to the record.
Add Inventory Item -Printer	Adds this instruction to the record.
Add Inventory Item - Undefined Type	Adds this instruction to the record.
Add Notes	Adds this instruction to the record.
Add Problem	Adds this instruction to the record.
Auto Close	Automatically closes an incident with a status of resolved after a specified number of days.
Auto Close "Waiting for Customer"	Automatically closes an incident with a status of waiting for customer after a specified number of days.
Backup Failure	Adds this incident classification to the record.
Cannot Access Shared Drive	Adds this incident classification to the record.
Called Customer	Adds a called customer entry to the record.
Close Incident	Closes the incident.
Create Memo	Creates a memo for this exception.
Desktop Application Failure	Adds this incident classification to the record.
Email Access on mobile device	Adds this incident classification to the record.
Email - Cannot Open Outlook	Adds this incident classification to the record.
Email Customer	Emails the associated customer.
Export	Exports record data to another file or file format.
IncidentAssignedNotification	Sends a notification message of an incident status change to assigned to associated parties.
IncidentClosureNotification	Sends a notification message of an incident status change to closed to associated parties.
IncidentPriority1Notification	Sends a notification message of an incident change to a priority 1 classification to associated parties.
IncidentResolvedNotification	Sends a notification message of an incident status change to resolved to associated parties.
IncidentUpdateNotification	Sends a notification message of an incident status change to update to associated parties.
Left Voice Mail	Adds a left voicemail entry to the record.
MobilePhone - Email Issue	Adds this incident classification to the record.
Move Resolution to Active History	Moves the resolution to the activity history.
New Error Message Article	Creates a new error message article for the knowledge repository.
New FAQ Article	Creates a new FAQ entry for the knowledge repository.
New Issue Resolution Article	Creates a new issue resolution article for the knowledge repository.
NewIncidentNotification	Sends a notification message to associated parties when a new incident is created.
No dial-tone on my phone	Adds this incident classification to the record.
PC is very slow	Adds this incident classification to the record.
Printer Out of Toner	Adds this incident classification to the record.
Printer Paper Jam	Adds this incident classification to the record.
Problem Workaround Notification for Incident	Sends a notification message of a problem workaround being recorded for an incident to associated parties.
Reassign Owner Team	Reassigns the incident to a new owner team.
Resolve Incident	Changes the incident status to resolved.
Resolve Incident Related to Problem	Changes the incident status to resolved and updates the problem record accordingly.
Resolution Threshold Breach	Sends a notification message of a resolution threshold breach.
Response Threshold Breach	Sends a notification message of a response threshold breach.
Save	Saves the incident record.
StopClock	Stops the escalation clock.
Update Status to Active	Changes the incident status to active.
Software Failure	Adds this incident classification to the record.
Software Request	Adds this incident classification to the record.
VoiceMail Problem	Adds this incident classification to the record.
VPN Connection Failure	Adds this incident classification to the record.

Check Target response time to enable this portion of the escalation schedule. Here, you define a target time to respond to the incident once it has been recorded. This can be dictated by a Service Level Agreement.

Enter a number in the field.

Select an interval from the drop-down list (minutes, hours, or days).

Select the hours of operation for your organization.

Set the levels of escalation associated with the response cycle.

Check After for each escalation level to enable. You can define up to three escalation levels.
Enter a number in the field provided.
Select an interval from the drop-down list (minutes, hours, or days).
From the drop-down list, select an action to take when the time limit has expired on the escalation.
From the After the target time has reached drop-down list, select an action to take when the time expires on the response cycle.

Indicate the action that occurs when the target time is breached from the After the target time has been reached drop-down list. Select an action to be triggered.

Click Save.

Incident Lifecycle

Select the actions to take at each stage of your incident management cycle. If you have advanced lifecycle requirements, you can define them later. The default lifecycle settings are:

Incident logged
Waiting for vendors
Active
Waiting for customer
Resolved
Closed

Select if an action should occur at each stage of the incident.

For example, by default, when an incident is logged, the system adds the incident record to the My Items tab in Self Service. By default, when an incident is closed, the system updates the cost of the incident and sends a survey to the requester.

Check Send Email next to any lifecycle stage to automatically send an email notification when the system updates the incident to the matching status.

Use the associated drop-down list to select a an email category, such IncidentClosureNotification when the incident is in the closed status.
Click Preview Email to preview the message.

Click Add another Action to select an additional action.

Select an action type. For example, by default, the only action that occurs when an incident is in waiting for customer status is the StopEscalationClock action. You could add a SendEmail action type here.

Select an action. For example, for the waiting for customer status, along with the SendEmail action type, you could select the waiting for customer reminder action.

Click Save.