Process View page (Incident Management)

Article:HOWTO82264  |  Created: 2012-11-05  |  Updated: 2013-04-18  |  Article URL http://www.symantec.com/docs/HOWTO82264
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Subject


Process View page (Incident Management)

The Incident Management's Process View page is the primary interface for working an incident ticket. This Process View page appears when you open an incident ticket. The Process View page consists of multiple sections (Web parts) that display general information about the incident and any actions that you can perform.

Examples of the general information that the Incident Management's Process View page provides are as follows:

  • The incident's process history

  • The Service Level Agreement status

  • The current assignments

Examples of the actions that the Incident Management's Process View page lets you perform are as follows:

  • Work the incident or a subtask.

  • Manage the subtasks.

  • Search the knowledge base.

The actions that are available to you and the information that you can access on the Process View page depend on the following conditions:

  • Where the ticket is in the resolution process

  • Your involvement in the process

  • Your permissions

If your Incident Management's Process View page was customized, its appearance and contents might differ from the default Process View page.

Table: Default sections on the Incident Management's Process View page

Section

Description

Comments

Displays only the comments from the Process History section.

Lets you do the following actions:

  • Sort the comments by date

  • Filter the list of comments

  • Open the comment in its own dialog box

    The dialog box provides a link that lets you open the Edit Comment dialog box and edit the comment.

    You can modify the title and comment.

    You can select a different View Level.

    You can also make the comment a user level comment. This option is available for the Admin selection in the View Level drop-down list

Current Assignments

Displays the current tasks and subtasks in the incident resolution process and to whom each task is assigned.

You can view details about the assignee if you have permission to do so.

Description and Resolution

Displays the description of the incident as entered during the creation of the incident or as modified by the technician who works the ticket.

Displays the resolution of the incident.

Provides a link that lets you add a comment to the Process History.

The link opens the Add Comment to Process dialog box that lets you do the following:

  • You can add a title and comment.

  • You can select a View Level.

  • You can add a user level comment.

    This option is active when you select Admin in the View Level drop-down list.

Incident Request Attachments

Displays any documents that are attached to the incident.

Provides a link that lets you open the documents, edit the document, delete the document, and perform other actions.

It also lets you attach additional documents.

Process Contacts

Displays the primary contacts for the ticket by default.

You can view details about the contact or add a new contact if you have permission to do so.

Typically, the primary contact is the person who reports or submits the incident. Sometimes, the primary contact is someone other than the reporter or submitter

Process History

Displays a record for each action that has occurred within the process. For example, a record can represent a status change, a task, or a user comment.

Within the Process History section, you can click the link in an individual record to open the record in a new dialog box. The dialog box lets you review and edit the information.

Process References

List the items that are related to the process. Provides the links that you can use to discover more information about those items.

You can view details about the related processes or add new references if you have permission to do so.

Quick Service Links

Lets you view and use the services in the Service Catalog for which you have permission. The service items are organized in categories in a tree view.

You can click the service item name to perform the action.

See About the Service Catalog and service items.

Related Processes

Lists any other tickets that can be associated with the incident.

For example, this section might list a problem to which the incident has been added.

SLA Status

Displays the Service Level Agreement (SLA) status and SLA late dates for initial response and incident resolution.

You can pause, resume, delete, or reset the resolution and initial response SLAs.

Start/Stop Process Timing

Displays the amount of time that has been recorded for a ticket to date and lets you post additional time.

ServiceDesk tracks the following times:

  • Total Process Time

    The amount of time that was spent on the incident to date, including the time that was recorded automatically and the time that workers posted.

  • User Process Time

    The total amount of offline time that the workers have posted to the incident to date.

  • Current User Process Time

    The amount of time that accumulates for the worker who has the incident's Process View page open.

See About the process time for tickets.

Tasks and Actions

Displays the following items:

  • List of the tasks or subtasks in the process which are assigned to you and the actions you can take to complete the tasks.

  • Work Tasks Assigned To Others checkbox

    If this checkbox appears, you can check it and work the tasks that are assigned to others.

  • List of the Change and Problem Management actions that you can perform, such as requesting a change.

  • List of the smart tasks that you can perform, such as managing subtasks or placing an incident on hold.

  • Process Actions subsection

    List of the Process Type Actions that you can perform from the Process View page, such as managing service queues and searching the knowledge base.

See About actions and smart tasks on the Process View pages.

See About Process Type Actions on the Process View pages.

Ticket Overview

Provides a quick view of the ticket's identifying details and statistics.

Contains the following action links:

  • Refresh

  • Add Comment

    Opens the Add Comment to Process dialog box.

    You can add a title and comment.

    You can select a View Level.

    You can also add a user level comment. This option is active when you select Admin in the View Level drop-down list.

  • Print

    On a new tab in your browser, opens a printable version of the Process View page.

    You can use your Web browser to print the page.

See About the Process View page


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