Incident classification includes setting priority, performing incident
matching, and linking incidents to configuration items. Initial support
includes finding an existing workaround or matching other existing errors.
Classification state, the Service Desk staff
reviews the issue and determines how the incident should be handled. The
following actions may be available to you for updating and routing the
incident, depending on your role:
- Assign the incident, which automatically
routes the item based on the answer to Major Incident.
- If item is not a major incident, the issue is either
assigned to the Level 1 Technician for additional review, or to a group queue
where the issue remains until a member of the group takes ownership of it. It
can also be assigned to both a technician and a group queue, which provides a
backup if the technician cannot complete the work in a timely manner. (For
information about group queues, see
Level 1 Technician list includes users
who are in the Level 1 Tech, Level 2 Tech, and Level 3 Tech roles. This allows
a Level 2 Tech or Level 3 Tech to be assigned level 1 incidents if the
technician is available.
- If item is a major incident, the incident
is immediately escalated to the incident manager.
Note: Major incidents require the immediate attention of the
incident manager. The incident manager may pull in the appropriate resources to
quickly restore normal service operations. It may also require the incident
manager to coordinate with problem management to find the root cause of the
major incident to prevent its recurrence.
- Resolve the incident, noting whether it was
resolved on the first call.
- Update with additional information from the
The following options are available under the
More Actions menu. They allow you to delete an
incident, move the incident to another project, merge the incident with other
incidents, or create duplicate incidents.
- Remove Problem Link removes a problem link
from the incident. The problem is not deleted, only the relationship between
the incident and the problem.
- Copy Incident creates a duplicate of the
incident in the same state as the current incident. You cannot modify the
values when the item is created.
- Merge Incident ties the current incident to
another existing incident using Parent/Child relationships. See
Merging or Linking Incidents.
- Post New Incident creates another incident
based on the current incident. You can modify the values in the new incident on
the Submit form; the new incident begins at the start of the workflow.
- Delete Incident removes the incident from the
- Convert to Service Request moves the incident
to the Service Requests application. Files attached to the incident are added
to the service request.
state, users such as service desk
staff can choose from the following:
- Attach a file to an incident on the
- Choose an action such as sending an e-mail from the
More Actions menu.
When service desk tasks updates or transitions the incident, they can
modify data in the incident. The following describes the information to add in
the fields, and how the information is used:
Merging or Linking Incidents
Merging or linking incidents creates a parent/child relationship
between the incidents that you are merging. The parent becomes the main item,
which continues to move through the workflow as updates are performed. The
children move to the
Linked to Parent state, indicating that they are
no longer the main item. When users view the item, they see a note across the
top that says "This incident has been MERGED...." The parent issue is
then displayed beneath the message.
When the parent is resolved, the children are automatically resolved
as well. The resolution notes from the parent are added to the children.
To merge incidents, select the
action. On the
tab, choose whether the incident
should become the child or parent:
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