Manage Incidents - List Page

Analysts have a crucial role in managing and addressing logged incidents. The detailed list of logged incidents enhances the efficiency, organization, and collaborative capabilities of the Analysts. It empowers them to manage workloads effectively, identify opportunities for improvement, and deliver high-quality support to end-users.

A centralized list provides Analysts with a clear overview of all logged incidents. This allows them for better visibility into the current workload and the status of each incident.

View 

Analysts can log into Apex platform with the right access to view and manage the logged incidents.

To view the logged incidents, perform the following steps:

1. Click Service Management.
   Figure: User dashboard
2. Navigate to the left menu by hovering the mouse to the left of the screen. Click Incident  > Manage Incident to view the list of all the incidents assigned to you as an Analyst. (Refer the below screenshot)
   Figure: Select Manage Incident
   
   
3. The list page of assigned incident appears. (Refer the below screenshot)
   Figure: Manage Incident - list page
   
   Note

   You can view and edit the Incidents which belong to your Workgroup. For the Incidents belonging to other Workgroups, there is only a view option and no edit option.

There are different columns tabs, and rows in the list page of Manage Incident page. 

The different tabs (refer the below screenshot) displays the logged incidents assigned to the Analyst for a particular tenant. Click on individual tabs to view the list of  incidens from that tenant.

Figure: Manage Incident - Select tenant

Note

Under the Requestor column, all the VIP users requesting an Incident will have a VIP chip beside their names. (Refer to the below screenshot)
Figure: Incident List page - VIP caller

Bulk Update

The Analyst can Bulk update incidents from the list page by selecting the required incidents to update in bulk.

1.  Select the incidents to be updated by selecting the checkboxes. 

Figure: Bulk Update

2. Click the Bulk update icon  to update the records. The number of selected incidents for bulk update will be displayed in the icon as shown below.

Figure: Bulk Update

3. Click the icon and choose Bulk Update as shown below. 

4. The following window is displayed. 

Figure: Bulk Update 

5. Select the fields from the dropdown menu of Field and Value, enable the Override switch and click Apply. 

Figure: Bulk Update 

Note

For the dependent fields to be updated, the system automatically picks up all the fields to be updated and displays them to be updated. For example, in the case of Status set to be Resolved, all the dependent fields will also need to be defined to be updated.

If the override switch is enabled, it will overwrite the values else it will only update the blank fields. 

View History

View History allows the Analyst to view the records that have been Bulk updated. When we click View History, the following page is displayed. 

Figure: View History

The Result column displays the Total Records Identified in blue,  Valid Records in green, and Invalid Records in Red. The Valid Records can be clicked open for more details as shown below. 

 Figure: Bulk Update History

Grid

Manage the visual balance of the displayed information using two different views.

Figure: Grid and list view

To view Manage Incident list page in list view, perform the following steps. 

1. On the Manage Incident list page, click Grid icon on the top right corner just above the list of forms. It displays all logged incidents in a grid view. The information for an individual form is displayed in tabular form.
   
2. On the Manage Incident list page, click List icon on the top right corner just above the list of forms. It displays all logged incidents in a list view.
   

The following table describes the different columns available on the list page:

Note

Any additional columns required for the list page can be added by clicking on the following icon from the list page.

Age of Incidents

The list page of Incidents also displays age of the tickets. A color-coded flag next to the Incident creation date represents the duration since the creation of SRs directly on the list page. Refer the below sample screenshot:

Figure: Color-coded flags for Incident age

These color-coded flags help for proactive management of Incidents. This visual representation allows us to quickly assess the urgency and prioritize actions based on incident age. On hover over, the color-coded flags display a tooltip providing more details about the age of the Incident.

Refer the below table for the different color-coded flags used to indicate the age of SRs:

Color-coded Flag	Age
Green	Green colordenotes that the incident is less than 2 days old.
Orange	Orange colordenotes that the incident is more than 2 days old but less than 5 days old.
Purple	Purple colordenotes that the incident is more than 5 days old but less than 10 days old.
Red	Red color denotes that the incident is more than 10 days old.

New Incident

Analysts can log an Incident for Assigned, Cancelled, In Progress, Pending, Resolved or a new Incident and streamline the service delivery process.

To log a new incident, perform the following steps:

1. Click Service Management.
2. Select the role as Analyst and click Proceed.
3. Navigate to the left menu by hovering the mouse to the left of the screen.
4. Click Incident > Manage Incident to view the list of all the incidents assigned to you as an Analyst.
5. The list page of assigned incidents appear. Click New to add a new incident. (Refer the following screenshot)
   Figure: Add new Incident
   
   
6. Once you click New, the details screen appears where you can fill in all the information to log a new Incident.
   Figure: New Incident screen

For more information refer to the following link New Incident

Filter

Click Filter to add new columns and filters to the list page. You can also select a View from the already Saved Views options.

Figure: Manage Incident - View

You can add a new filter to the list page with Advance Filters as well as per your requirement.

To add a new view to the list page, perform the following steps:

1. On clicking Add New View, a pop-up screen appears where you can add new filter sets with conditions to the list page. (Refer the following screenshot)Figure: Manage Incident - Add New View
   
   
2. Click Add Filter Set to add a new filter to the Manage Incident list page. The following screen appears:
   Figure: Add Filter Set
3. In the Field section select a column from the dropdown menu to which you want to add new filters. (Refer the following screenshot)
   Figure: Advance filter - Field
4. Once you select the Field, the Operator column will populate the corresponding operator values in the dropdown menu. Select the Operator. You can only select one option.
   Figure: Advance filter - Operator
5. Once you select the Operator, the Value column will populate the values in a drop down menu. This is a multi value field and you can select multiple options. (Refer the following screenshot)
   Figure: Advance filter - Value
6. Click Apply to implement the newly set advance filters on the list page.

And / Or Filter

The And / Or Filter can be used to set filters with two or more conditions.

And - The "and" filter combines two or more conditions; the result is true only if each condition is true. 

Or - An  "or" filter operation combines two or more conditions, and it returns true if at least one of the conditions is met. 

To set the And/Or Filter, perform the following steps. 

1. Check the boxes for the filter conditions as depicted below. 

Figure: Advance Filter

2. Click the Group option as per the image below.

Figure: Group Option

3. The And/Or option is displayed as given below.

Figure: And/Or Filter

4. Choose the required option and click Apply.

SLA Remaining Time

The List page contains various status icons that help in differentiating SLA colors next to the SLA progress bar for the list item SLA Remaining Time. 

The following figure displays SLA Remaining Time icons next to the SLA Progress bar.

Figure: List Page

Hover on the SLA Progress bar to view the SLA Percentage and hover over icon to view the state of SLA.

SLA Completion Percentage	Icon Example
Green denotes that SLA is 0 - 49%
Yellow denotes that the SLA is 50 - 75%
Orange denotes that the SLA is 76 - 99%
Red denotes that the SLA is 100 - 100 plus %

Icons on the list page are as follows:

Icon	Description
	In Progress within SLA (or) Completed within SLA
	Paused within SLA
	Completed - SLA Violated
	Paused  - SLA Violated
	In Progress - SLA Violated
	In Progress - SLA about to miss
	Paused - SLA about to miss
	In Progress - SLA about to miss
	Paused - SLA about to miss

Search

Search a specific Incident in the list page by using the Search bar present on top of the Manage Incident list page. You can enter the Incident Id to search a particular Incident. (Refer the following screenshot)

Figure: Manage Incident - Search

Export

Export the current or all the list pages of the Incidents in a Excel format using the Export icon. (Refer the following screenshot)

Figure: Manage Incident - Export

Once you click the Export icon, it will give you options to export all the pages or only the current page in an Excel format. (Refer the following screenshot)

Figure: Manage Incident - Export options