ServiceGrid Article - Incident Management

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Contents

Overview

This article contains the details about various actions, statuses, roles, and the data in an incident management.

Workflowincident-09013746-800px.jpg


Actions

The following are the different actions in an Incident Management:

  • Create a new Incident by selecting a customer.
  • Create a new Incident by selecting an end user.
  • Create a new Incident by selecting a device.
  • Create a new Incident by selecting a location.
  • Create a new Incident by selecting a service.
  • Create a new Incident by selecting a solution.
  • Create a new Incident from customer emails.
  • Track open Incidents.
  • Update an Incident.
  • Create or reference problem calls to an Incident.
  • Create or reference parent/child calls automatically.
  • Assign an Incident to CIs such as customer, location, contract, device, and so on.
  • Send manual or automatic notifications to end users or technicians.
  • Send manual or automatic notifications including a "QuickLink" to the call.
  • Escalate an Incident to second level Queue.
  • Escalate an Incident to second level Technician.
  • Escalate an Incident to third level Queue.
  • Escalate an Incident to third level Technician.
  • Automatic notification of queues to technicians through email or SMS.
  • Collection of work time, travel time, and travel distance data by the technician.

Status

The following are the different statuses of Incident Management:

  • L0: Incident Created by Customer
  • L1: Incident Created by Level 1
  • L1: Incident In Progress
  • l1: Incident Solved
  • L1: Incident Closed

Roles

The following are the different roles in Incident Management:

  • End User
  • Support Level 1
  • Support Level 2
  • Support Level 3
  • Service Manager
  • Administrator

Data

The following data are available for Incident Management:

  • ID
  • ParentCall/ID
  • RequestTypeNames
  • AddRemarksToSummary
  • CallerEMail
  • CallerFirstName
  • CallerLanguage
  • CallerLastName
  • CallerSalutation
  • CallerTel
  • CCPEMail
  • CHDEMail
  • BPOrganizationsCUS/Category
  • BPOrganizationsCUS/EMail
  • BPOrganizationsSPR/EMail
  • CallCloseTimeStr
  • CallOpenTimeStr
  • CallPstRetentionTime
  • CallRecoveryTimeStr
  • CallResponseTimeStr
  • CallStartSLATimeStr
  • Contracts/CategoryCust
  • CSPCategory1
  • Description
  • Diagnosis
  • EndOfPstRetentionTime
  • EndOfResponseTimeStr
  • ProblemStartTimeStr
  • QueuesCQ2/ShortName
  • QueuesCQ3/ShortName
  • QueuesCQU/ShortName
  • QueuesQU2/ShortName
  • QueuesQU3/ShortName
  • QueuesQUE/ShortName
  • Remarks
  • ShortDescription
  • Solution
  • SysSpecField10
  • Attachments
  • BPRoleCallStateNames
  • BPRoleFailureTypeNames
  • BPRolePriorityNames
  • ContactNames
  • ContractNames
  • CurrentQueueSC
  • CurrentQueueSP
  • CurrentTechnicianSCNames
  • CurrentTechnicianSPNames
  • CustomerNames
  • HelpdeskNames
  • NoOfChildCalls
  • NoOfNotes
  • ProviderCategories
  • ProviderNames
  • RemarksSummary
  • Technician2NamesSC
  • Technician2NamesSP
  • Technician3NamesSC
  • Technician3NamesSP
  • TechnicianNamesSC
  • TechnicianNamesSP

For a complete list of Cisco ServiceGrid Articles, go to the List of Articles page.


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