Instructions:
- Click on '+New' at bottom of the Incidents table to add a new incident (unique 'Incident Number' and 'Created' fields are filled in automatically).
- Fill in 'Incident description' field.
- Choose a 'Priority' (Critical/Major/Medium/Low) - the corresponding P1/P2/P3/P4 tag fills in automatically in the 'PriorityTag' field.
- Choose a person to assign the incident to in the 'Assigned to field'.
- When an initial response has been sent to user, fill in the 'Responded' field with date and time responded.
- When the incident has been resolved and user informed, fill in the 'Resolved' field with date and time resolved + fill in the 'Resolution description' field.
- Use views to filter: All resolved incidents, P1, P2, P3, P4, List of open incidents, All open incidents...
- In All resolved incidents view, see calculated % of incidents replied to / resolved on target (at bottom of RespTimeOK / ResolTimeOK columns)
- In the 'Related problem' field, chose to link the incident to an existing problem or create a new problem in the Problems table:
SLA table - customize as required:
SLA
- SLA response time = the target time in hours to respond to the user after incident creation (for P1/P2/P3/P4 priority incidents)
- SLA resolution time = the target time in hours to resolve the incident after response sent (for P1/P2/P3/P4 priority incidents)
Incidents table
Incident number
Incident description
Priority
PriorityTag
Status
Created
Assigned to
Response deadline
Responded
Hours to respond
SLA resp target
SLA response time
RespTimeOK
Resolution description
Resolution deadline
Resolved
Overdue?
Hours to resolve
SLA resol target
SLA resolution time
ResolTimeOK
Related problem
Resolved
Nov 25, 2021 02:32 PM
‣
✅
Open printer and remove blocked paper.
‣
NaN
✅
Resolved
Nov 25, 2021 02:32 PM
‣
✅
Send link to user to reset password.
‣
NaN
✅
Resolved
Nov 25, 2021 02:32 PM
‣
✅
Add site to trusted sites in internet settings.
‣
NaN
✅
Resolved
Nov 25, 2021 02:32 PM
‣
✅
Stop application, delete cache and restart application.
‣
NaN
✅
