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Incident Management service improvements

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Incident Management service improvements

The service desk can improve the incident management process using information gathered within the platform.

Much of the data is already stored within the incident record. More information can be gathered by enabling auditing, which allows for an accurate review of the history of the problem.

The following plugins allow you to gather additional incident information:

Table 1. Incident information plugins
Plugin Definition
Metric Definition Define the key performance indicators to monitor within the system. With these metrics, and the information within the database, it is possible to generate reports that can then be added to homepages or automatically generated and distributed.
Database Views Join tables for reporting purposes.
Vendor Ticketing Add vendor data to incidents and integrate with Vendor Performance.

Using this information, it is possible to refine automatic rules such as the assignment rules, service level agreements, or inactivity monitors to better suit the service desk's unique environment.

Unnecessary incidents can be avoided by encouraging users to consult the knowledge base before creating an incident.