Incident Management

Adept handling of incidents is a vital element of Incident Management.  Assume a situation where each user inquiry, technical glitch, and IT support request smoothly navigates through a centralized system, promptly addressed with minimal interruption. This embodies the commitment of Apex. The subsequent scenario explores how Apex transforms Incident Management with unparalleled performance.

This section comprises of the following use-case:

Incident Management for Resolving IT Issues  

Goal

Efficiently resolve incidents with the Incident Management module ensuring minimal disruption to services and satisfying user requirements.  The Incident Management module helps to streamline the process of identifying, recording, analyzing, and resolving incidents within an organization.

Scenario

NovaTech is a large organization that offers services and solutions to manage and support IT services. There's a critical outage in a company's IT infrastructure. This outage affects multiple services and systems across various departments. For instance, the email server is down, and the customer relationship management (CRM) system is inaccessible. 

Adam, receives the initial report of the outage and creates an incident ticket in the incident management system. This initial incident is considered the parent incident and is labeled as the "IT Infrastructure Outage." As more information becomes available and the investigation progresses, it's discovered that the root cause of the outage is a hardware failure in the data center affecting the primary server rack. 

At this point, Adam creates child incidents under the parent incident. Each child incident is assigned to specific teams or technicians responsible for addressing the issues.

• Child Incident 1: Email Server Down assigned to Email Server Team 
• Child Incident 2: CRM is inaccesibile assigned to Email  Server Team

Adam ensures that the resolution of the parent incident is dependent on the resolution of its child incidents. They track progress on all child incidents and ensure that each one is resolved efficiently. 

Once all child incidents are resolved, the parent incident is marked as resolved, and post-incident reviews are conducted to analyze the root cause, identify preventive measures, and improve incident response processes for the future.

The parent-child relationship in incident management helps in organizing and managing complex incidents involving multiple interconnected systems, enabling efficient resolution and minimizing downtime. 

User Persona

Analyst

Solution 

Steps:

To achieve the goal, perform the following steps:

1. Navigate to Incident > Manage Incident > New. 
2. Click New to create an incident as Parent Incident. 
3. Open the IM ticket logged in for the Parent Incident
   Figure: Incident Details page
4. Create the child Incidents. 
   Figure: Create Child Incident
5. Link the necessary parent-child incidents to quickly provide a resolution to all the linked incidents. 
   Figure: Linked child incidents
6. Go to the Links tab in the Incident details page and click Link to add the child incidents to the parent incident. 
   7. Once the child incidents are resolved, the parent incident can be successfully resolved.
   
   

   Refer the following video for the linking of parent-child incidents in Incident Management:

   Figure: Link Incident
7. Resolve the child incidents individually and then resolve the parent incident.