If the initial support fails to resolve the incident, the IT Service
desk staff can transfer the incident to a Subject Matter Expert (SME). The SME
investigates the incident, adds details, and, if possible, resolves the
incident. Other options include escalating the incident to another SME or
posting an RFC to the change management group.
The default incident management workflow contains three levels of
support. Each level is associated with a different user field as described
Depending on the state, the SME or technician can choose from the
- Resolve the incident, supplying how it was
resolved and any other resolution details.
- Escalate the incident to the next level; for
example, escalate the issue from level 2 to level 3.
- Post RFC to create a request for change from
the incident. The incident moves to the
Pending Change state. It will return to the
Investigation and Diagnosis state after the
related change is closed.
- Post Problem to either create a new problem or choose an
existing problem (only available above level 2). To create a new problem,
Create New Problem from the
Problem Link list. To link to an existing
Link to an Existing Problem and search for the
existing problem under
Raised Problem. The linked problem appears on
Linked Problem tab. The link can be removed by
Remove Problem Link from the
Other drop-down list.
Tip: You can configure
to automatically assign the correct owner for each state. This improves the
user experience by eliminating the need for them to select the correct SME when
escalating the incident.
From the "queue" states, individual technicians use the
Assign action to assign the incident to
Similar to the
state, the investigation states
provide the following additional actions:
- Reassign assigns the incident to another
technician or moves it back into the group queue.
- Merge Incident ties the current incident to
another existing incident using Parent/Child relationships. See
Merging or Linking Incidents.
- Copy Incident creates a duplicate of the
incident. You cannot modify the values when the item is created.
- Post New Incident creates another incident
based on the current incident. You can modify the values on the Submit form for
the new incident.
- Delete Incident removes the incident from the
- Convert to Service Request moves the incident
to the Service Requests application.
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