Incident List

Click icon to view the Incident summary.

Figure: Tile View - Summary icon

Figure: Tabular View

The Incident - ID - Summary pop-up page is displayed with the details about the selected Incident. For more information about fields on the Incident - ID - Summary pop-up page, see Viewing and Updating Incident Details.

Figure: Incident Summary

Assign Incidents to yourself by clicking icon.
You get a confirmation message then click OK.

Figure: Incident List Tile View

Incident View - Tabular View

Figure: Confirmation popup

Figure: Incident List page (Tile View)- Evaluation icon

Figure: Incident List - Tabular View

Click icon to create and assign tasks to Analysts or to evaluate the Incident tasks.

Notes

• Select Enable Evaluation check box on the TENANT page to display Evaluation icon for the selected Tenant on the INCIDENT LIST page. For more information, see Configuring Incident Management Module.

• Only the Analyst configured as evaluator can create and assign tasks to Analyst. For more information, see Configuring Incident Evaluator.

• The Assigned Analysts evaluate the tasks and provide the comments.

The color code of the Evaluation icon on the Incident list page indicates the different status of the evaluation process. Following are the color codes of Evaluation Icon:

Click on the remote session recording icon to view the remote session recording specific to the incident.

The following icons are displayed only when an Analyst/External User/End User updates the Incident using the e-mail option.

• A Last Updated by Analyst Using E-mail icon is displayed for the Incidents that are updated by an Analyst using the e-mail option.

• A Last Updated by External User Using E-mail icon is displayed for the Incidents that are updated by an External User using the e-mail option.

• A Last Updated by End User Using E-mail icon is displayed for the Incidents that are updated by an End User using the e-mail option.

Note

To display the incidents with the above mentioned icons, on the Incident Management TENANT configuration page, the Display "Show Incidents Updated By E-mail" Check Box on Filters and Display Icons on Incident List Page check box must be enabled. If selected, the Show Incidents Updated By E-mail filter is displayed in the Field drop-down. For more information on this configuration see, Configuring Incident Management Module.

To view the incidents Last Updated by Analyst/External User/End User Using E-mail function:

1. Select Show Incidents Updated By Email from the Field drop-down list.

2. Select = (equal to) from the Operator drop-down list and select the check box.

3. Click Apply to view the list of Incidents Updated by Analyst/External User/End User Using E-mail function.
   Figure: Incident List Filters
   
   Figure: Incident List page: Show Incidents Updated By Email

You can view or update the Incident assigned to you.

To view Incidents assigned to you:

1. Select Analyst/Assigned To from Field drop-down list.

2. Select = (equal to) from Operator drop-down list.

3. Select your name from Values drop-down list.

4. Click Apply to view the list Incidents assigned to you.

You can also bulk update Incidents assigned to you. For more information about Incident bulk update, see Bulk Update. Alternatively, select Dashboard > ANALYST DASHBOARD tab > INCIDENT > ASSIGNED TO ME tile.

Figure: FILTERS pop-up page: Assigned To field

The icon on the Incident indicates that it is a Child Incident. Click on the Child Incident icon to see the Parent Incident details page.

Figure: Incident Tile: Child icon

The icon  on the Incident indicates that it is a Parent Incident.

Figure: Incident Tile: Parent Incident icon

To view Child Incident List pop-up click on the Parent Incident icon  to see the Child Incident List pop-up.

Figure: CHILD INCIDENT LIST pop-up

The colored line on the Incident tile indicates the percentage of SLA elapsed. The following are the color codes for SLA.

Figure: Incident Tile: SLA color code

The colored flag on the Incident tile indicates the Age of the Incident, that is, for how many days an Incident is open. Following are the color codes for Age:

Figure: Incident Tile: Age Flag

The icon indicates that the End User has last updated the Incident. You should check these Incidents on Priority, as the End User might have provided some information about the Incident or may be looking for an update on the Incident.

The icon on the Incident Tile indicates that the Incident is reopened. Incident (Incidents in Closed status) may be reopened by the End User if the user is not satisfied with the resolution provided by the Analyst.

Figure: Incident Tile: Reopened Incident icon

The colored line next to Incident Priority on the Incident Tile indicates the Priority of the Incident. Following are the color codes for Priority:

Figure: Priority Color Code

Click on the icon next to the Incident ID, a pop-up list with the options to create Work Orders, Problem Records, and Change Records is displayed. The Work Order, Change Record, and Problem Record created from the Incident are linked to the Incident and displayed under the RELATIONSHIP tab of the Incident (see: Logging Incidents for Users).

Figure: Incident Tile

The star on the Incident Tile indicates that the user is a VIP user. The color of the star can be configured by the Administrator. The Priority for the Incidents logged by VIP users is High. So the Incidents should be resolved with high importance and immediately.  

Adding VIP Users Type

You can add VIP User Type on the COMMON MASTERS page (Admin > Basics Infrastructure > Common Masters > Common Master Configuration).

1. Click ADD NEW on the ACTIONS panel. Select Master Type as User Level, type in VIP on the Value field, and specify the Sort Order.

2. Click SUBMIT. VIP User Type is created.

Configuring a User as VIP User

1. On the USER LIST (NEW USER and USERID) page, fill in all the User information and select the User Type as VIP on for a Division on the USER TYPE ALLOCATION section.

2. Click SUBMIT. The User is configured as the VIP User.

Figure: Filters

Filter and Configure Columns section:

Click on the Filter icon to filter the list.

• Filter

  • Field

  • Operator

  • Values

• Configure Columns

Figure: Incident List Filter

Note

Scheduled incidents can be searched using multiple operators added in the operator control.

View

What is a View?

A View consists of a set of pre-defined filter conditions. By selecting a View, the analyst can view the records that meet the filter conditions or criteria defined in that View. An Analyst can create or delete Views from both the Tabular view or the Tile view.

Note

A view created by an analyst is not available to another analyst.

Create a New View:

To create a new View, the user needs to define Filter conditions.

Adding Filter Conditions:

A filter condition consists of the following parts:

• Field: Each field is a column in the table.

• Operator: Each field type has its own set of valid operators. Based on the field type the operators are displayed.

• Value: Each field has its own set of valid values determined by the Field type and Operator.

What is a Filter Operator?

In literal terms, an operator specifies how parameters relate to one another. The following table describes the list of operators with a short description.

Note

Based on selected field, the operates are populated in the Operator field.

Scenario:

1. Create a view to get a list of Low Priority Open Incidents for Information Technology Tenant. In this case, add conditions as shown below.
   Figure: Incident List
   

2. Click Apply to view records that meet the above filter conditions.

3. Click Save As New. The SAVE VIEW pop-up is displayed.
   

   Figure: Save View
   

4. Type in the details for the other required fields under the Views, Filters, and Configure Columns section. For more information about the fields under these sections on the SAVE VIEW pop-up page.
   

5. Click Submit. A new View is created.

Field Description

The following table describes the fields on the SAVE VIEW pop-up page:

Apply a View

Search and select the View from the drop-down list.

Set as Default:

To Set Specific View as Default:

1. Search and select a View from the drop-down list.

2. Click Set As Default link to make it default view.
   Figure: Set As Default
   

   Note

   The selected view is set as default.
   Figure: Incident List

Edit View

To Edit Specific View:

1. Search and select a View from the drop-down list.
   Figure: View
   

2. Click on the Edit icon

   The EDIT VIEW pop-up page is displayed.
   

   Figure: Edit View
   

3. Type in the details for the required fields under the Views, Filters, and Configure Columns section. For more information about the fields under these sections on the EDIT VIEW pop-up page, see Viewing and Updating My Workgroup Incidents.
   

4. Click Submit.

Note

The filter conditions of the selected view are reflected in the form of breadcrumbs/pill (refer screenshot below). Upon clicking a specific pill, the Analyst can view the values selected for that filter condition.

Figure: Incident List

• Click   (delete) icon to remove a specific filter condition. The list page reloads and shows records based on remaining filter conditions.

• Click  (delete) icon to remove a specific filter value. The list page reloads and shows records based on remaining filter values.

• Click   (Reset) to reset the conditions to the initially configured condition for the selected view.

• Click Clear to reload the list page with the view, which was set as the default view.

Delete View

To Delete Specific View:

1. Search and select a View from the drop-down list.
   

   Figure: View
   

2. Click the   (Delete) icon. The DELETE VIEW pop-up page is displayed.
   

   Figure: Delete View
   

3. Click Delete to delete the view.

Filter

Under the filter section, specify filter conditions or criteria to view a particular set of Incidents.

Adding Filter Conditions:

A filter condition consists of the following parts:

• Field: Each field is a column in the table.

• Operator: Each field type has its own set of valid operators. Based on the field type the operators are displayed or loaded in the Operator field.

• Value: Each field has its own set of valid values determined by the field type and operator.

Note

In the Field drop-down, the analyst can view the following groups.

• User Attributes

• Standard Attributes

• Date

• Custom Fields

Under the Custom Fields section, the Analyst can view the Custom Attributes or Fields added for the Incident Management module. For Custom Fields, the Operators displayed based on Custom Field selection.

Filter on Date
This type of filter works on Date fields such as Log Time, Update Time, Resolved Time, Closed Date, Updated Since (In Days), and Pending For (In Days).

The following table describes the Field Types and Operators.

Following are the various options available in this section (both Tabular and Tile View):

• Refresh Interval: Specify the time (in minutes) after which you want the records on this page to be refreshed.

• Tabular View icon : Click this icon to view the Incidents in a Tabular view.

• Tile View icon : Click this icon to view the Incidents in a Tile view.

• Records Per Page: Display the count of Incidents displayed on this page. Click  to change the number of Incidents to be displayed on this page.

• Total: The count of total Incidents assigned to your Workgroup.

• Showing: Displays the count of Incidents displayed on this page.

• Page: Displays the page number

• Rows: The number of rows in which the Incidents are displayed on this page. Click the list to specify the number of rows to be displayed on this page.

This section lists the actions available on the Incident List page, shown on the right side:

• Bulk Update

• Export to Excel

• Export All

The screenshot below displays the options with their icons.