Incident

View Incident

Steps:

  1. Navigate to the left bar.
  2. Click the "Incident" icon.
  3. Click the link of the event that you want view.

Create Incident

Steps:

  1. Navigate to the left bar.
  2. Click the "+" icon.
  3. Click the “Create New Incident” button.
  4. Enter the information:
    • Category: Category of the issue. To add/edit the list, please refer to Add Category.
    • State:
      • New - Newly created
      • Work In Progress - Issue is assigned to support team and under investigation
      • Closed – Issue is closed.
    • Application: Application that has issue. Application list is inherited from DBaasNow LifeCycle Manager.
    • Created By: Non editable field. Auto populated to show the creator of the incident.
    • Created On: Non editable field. Auto populated to show the datetime the incident is created.
    • Casual Configuration Item:: Server that has issue. The server list is inherited from DBaasNow LifeCycle Manager.
    • Support Method: Preferred support method. To add/edit the list, please refer to Add Support Method..
    • Impact: Impact level. To add/edit the list, please refer to Add Impact.
    • Urgency: Urgency level. To add/edit the list, please refer to Add Urgency .
    • Priority: Priority level. To add/edit the list, please refer to Add Priority.
    • Response Level: Response level. To add/edit the list, please refer to Add Response Level .
    • Is Event: Yes or No. If yes, an event will be triggered.
    • Is MIM: Yes or No. If yes, a MIM will be triggered.
    • Assigned Group Name: Support group that owns the incident.
    • Assigned User Name: Support personal who owns the incident.
    • Title: Incident short summary. Maximum 100 char is allowed.
    • Description: Details of the incident.
  5. Click the “Create” button to save.

Edit Incident

Steps:

  1. Navigate to the left bar.
  2. Click the "+" icon.
  3. Click the link of the incident that you want to edit.
  4. Click the "Edit Incident" button.
  5. Modify the information:
    • Category: Category of the issue. To add/edit the list, please refer to Edit Category.
    • State:
      • New - Newly created
      • Work In Progress - Issue is assigned to support team and under investigation
      • Closed – Issue is closed.
    • Application: Application that has issue. Application list is inherited from DBaasNow LifeCycle Manager.
    • Created By: Non editable field. Auto populated to show the creator of the incident.
    • Created On: Non editable field. Auto populated to show the datetime the incident is created.
    • Casual Configuration Item:: Server that has issue. The server list is inherited from DBaasNow LifeCycle Manager.
    • Support Method: Preferred support method. To add/edit the list, please refer to Edit Support Method..
    • Impact: Impact level. To add/edit the list, please refer to Edit Impact.
    • Urgency: Urgency level. To add/edit the list, please refer to Edit Urgency .
    • Priority: Priority level. To add/edit the list, please refer to Edit Priority.
    • Response Level: Response level. To add/edit the list, please refer to Edit Response Level.
    • Is Event: Yes or No. If yes, an event will be triggered.
    • Is MIM: Yes or No. If yes, a MIM will be triggered.
    • Assigned Group Name: Support group that owns the incident.
    • Assigned User Name: Support personal who owns the incident.
    • Title: Incident short summary. Maximum 100 char is allowed.
    • Description: Details of the incident.
  6. Click the “Apply Changes” button to save.

Create Task

The support personal who owns this INC can create a task to other support team to get assistance.

Steps:

  1. Navigate to the left bar.
  2. Click the "+" icon.
  3. Click the link of the incident that you want to edit.
  4. Click the "Add Task" button.
  5. Enter the information:
    • Description: Specify the task required.
    • Assigned Group Name: Support group that owns the task.
    • Assigned User Name: Support personal who owns the task.
  6. Click the “Create” button to save.

Create Additional Information

This is to tie the incident to a problem management or another incident.

Steps:

  1. Navigate to the left bar.
  2. Click the "+" icon.
  3. Click the link of the incident that you want to edit.
  4. Click the "Add Additional Information" button.
  5. Enter the information:
    • Problem #: Tie the incident to the problem.
    • Incident #: Tie the incident to another incident.
  6. Click the “Apply Changes” button to save.

Close Incident

Steps:

  1. Navigate to the left bar.
  2. Click the "+" icon.
  3. Click the link of the incident that you want to edit.
  4. Click the "Close Incident" button.
  5. Enter the information:
    • Close Code: Closure category. To add/edit the list, please refer to Add Close Code.
    • Casual Configuration Item: Server that has issue. The server list is inherited from DBaasNow LifeCycle Manager.
    • Close Note: Note for future reference.
    • Closed By: Non editable field. Auto populated to show the user closing the incident.
    • Closed On: Non editable field. Auto populated to show the datetime the incident is closed.
  6. Click the “Apply Changes” button to save.