Uncover the Latest Incident for Users!

Uncover the Latest Incident for Users!

Table of Contents:

1. Introduction
2. Navigating to the Incident Creation Menu
3. Filling the Mandatory Details
4. Creating a New Incident for the End User
5. Adding Caller and Tenant Information
6. Selecting the Source and User
7. Providing Symptom and Description
8. Attaching Documents to the Incident
9. Setting Urgency, Impact, Classification, and Category
10. Selecting Priority and Assigning to Work Group
11. Checking Analyst Workload
12. Submitting the Incident
13. Conclusion

Creating an Incident for the End User: A Step-by-Step Guide

Introduction

In this guide, we will explore how an analyst can Create an incident for an end user. The process involves navigating through different modules, filling mandatory details, and selecting appropriate options. By following the steps outlined here, analysts can efficiently log incidents and provide Timely resolutions to users.

1. Navigating to the Incident Creation Menu

To begin, analysts need to navigate to the menu and select the incident module. From there, they can access the "New Incident for User" option under the "Manage Incidents" section.

2. Filling the Mandatory Details

On the "New Incident for User" page, analysts must fill in the mandatory details to create an incident. The fields marked with a red asterisk are mandatory and require accurate information.

3. Creating a New Incident for the End User

To create a new incident for the end user, analysts start by typing the name of the caller in the designated field. Next, they select the tenant, which represents the department for which the incident is logged.

4. Adding Caller and Tenant Information

The caller field specifies the person for whom the incident is being logged. In the tenant field, analysts select the appropriate department. These details ensure that the incident is properly assigned and categorized.

5. Selecting the Source and User

Analysts need to select the source from where the incident is created. Examples include user and event CC. In the CC field, analysts must choose the user to whom incident details should be sent. The user can be located by using the search icon and selecting from the results.

6. Providing Symptom and Description

In the symptom field, analysts must provide a clear description of the issue faced by the user. This information helps in understanding the problem and finding an appropriate solution. The description field allows analysts to provide detailed information about the issue encountered.

7. Attaching Documents to the Incident

If there are any Relevant documents related to the incident, analysts can attach them using the attachment field. For example, a screenshot of an error message can be uploaded. It's important to note that the maximum file size for attachments should not exceed four megabytes.

8. Setting Urgency, Impact, Classification, and Category

Analysts must select the urgency level for the incident. Urgency indicates the priority with which the incident should be resolved. Options such as high, medium, and low are available and can be set by the administrator. The impact of the incident should also be selected, with options such as high, medium, and low.

For classification, analysts can search and select from a list of options. The classification tree may contain subclassifications. Choosing a suitable classification helps in organizing and prioritizing incidents. Additionally, analysts must select a category under which the incident can be considered for resolution.

9. Selecting Priority and Assigning to Work Group

From the list, analysts choose the priority that indicates the precedence of the incident. Each priority level may have a specific resolution time. Once a priority is selected, the associated resolution and response SLAs (Service Level Agreements) are shown.

Incidents must be assigned to a work group and an analyst who will work on them. Analysts select the appropriate work group and analyst from the respective dropdowns. Before assigning the incident, analysts can check the workload of the selected analyst by clicking on the laptop symbol.

10. Checking Analyst Workload

By checking the workload, analysts can ensure that the assigned analyst has the capacity to handle the incident. The workload reflects the number of incidents and service requests already assigned to the analyst. This helps in distributing the workload evenly among analysts.

11. Submitting the Incident

Once all the necessary details are filled in, analysts can click on the submit button to submit the incident. This action generates a unique incident ID, which serves as a reference for future communication and tracking.

Conclusion

In conclusion, creating incidents for end users requires analysts to follow a detailed process. By navigating through the incident creation menu and filling in the mandatory details, analysts can ensure accurate information and timely resolutions. Assigning the incident to the appropriate work group and analyst ensures efficient handling and optimal productivity. By adhering to the steps outlined in this guide, analysts can streamline the incident creation process and provide effective support to end users.