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2 All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means, or stored in any retrieval system of any nature without the prior written permission of Sunrise Software Limited, except for permitted fair dealing under the Copyright, Designs and Patents Act Sunrise Software Limited, Sostenuto is a registered trade mark of Sunrise Software Limited. Sunrise Software Limited does not assume or accept any liability for any loss or damage of any kind to any person that may arise as a result of that person (or any other person) using this document or acting or refraining from action in reliance on any information (including expressions of opinion) contained in this document. This limitation/exclusion of liability does not apply in the case of death or personal injury caused by negligence on the part of Sunrise Software Limited, or to the extent (if any) that a limitations and/or exclusion in these terms is not permitted under applicable law. Sunrise 50 Barwell Business Park Leatherhead Road Chessington Surrey KT9 2NY United Kingdom Visit us at Enquiriese: welcome@sunrisesoftware.com t: +44(0)

3 SUNRISE ITSM INCIDENT MANAGEMENT USER GUIDE C O N T E N T S Incidents 5 Incident Management Lifecycle 7 Incident Non-State-Changing Operations 8 Incident Logging Workflow 9 Incident Resolution Workflow 10 Add Incident 11 Incident Details 12 What's the Difference between Incidents and Service Requests? 14 What Decides a Record's Priority? 14 Updating the Incident's Priority 15 Opening a Created Incident 15 Assigning an Incident 16 Assign To Me 16 Assigning Incidents to Suppliers 16 Aborting a Supplier Assignment 17 Adding a Task 18 Task Operations 18 Incident Task Lifecycle 19 Keeping Track of your Actions 20 Recalculating a Service Level 20 Keeping Notes about the Incident 20 Recording Internal Actions 20 Recording a Supplier's Actions 21 Adding Expenses to the Record 21 Adding Time Cards 21 Adding Work Orders 22 Adding Invoices 22 Adding Returns 22 Back to the Lifecycle Operations! 23 Putting the Incident On Hold 23 Releasing a Held Incident 23 Resolving an Open Incident 23 3

4 Closing Incidents Resolved by a Supplier 24 Aborting Unwanted Incidents 24 Closing an Incident 25 Adding Customer Surveys 25 Cancelling a Failed Resolution 25 Reopening a Closed Incident 26 Archiving a Closed Incident 26 Viewing an Incident's History 26 Restoring an Archived Incident to the Live System 27 Deleting an Incident 27 Searching for Information and Initiating Records 28 Initiating Incidents 28 Initiating Request Fulfilments 29 Searching for Related Problems 29 Initiating Problems 29 Did a Change Cause this Incident? 30 Initiating a Change 30 Using Knowledge Articles to Resolve an Incident 31 Associating a Release with the Incident 31 Now Try These Exercises 32 More Exercises! (You Can Do a Lot with Incidents) 33 What Have You Learned? 34 Further Reading 35 4

5 SUNRISE ITSM INCIDENT MANAGEMENT USER GUIDE Incidents Differentiating between incidents and the underlying problems that cause them is key to the effective management of IT service support. By tracking and maintaining relationships between incidents and problems with Sunrise ITSM you can schedule resources on a structured and prioritised basis. Reporting metrics can improve support or highlight infrastructure issues, such as software, system upgrades, and end-user concerns. Easy-to-use, flexible request logging facilities, including and self-service portals, provide configurable forms to record incidents. You can list requests in multiple ways, for review by support groups or individual analysts. Easy access to related data makes incident management faster and easier to update against known errors or newly identified problems. What s more, when you resolve underlying problems any associated Incidents can automatically be resolved and notifications sent to affected customers or users. Detailed incident logs contain full histories - including all customer interactions - and any incident can be associated with known problems and configuration items. You can assign incidents to groups, specialist individuals and even suppliers. You can create tasks within an Incident and assign them to the appropriate personnel. Using the Services integrated into Incident Management you can also create Work Orders for jobs to be done, while the personnel who do the work can submit Time Cards and Expenses for the work they do. Throughout the incident life cycle, automatic incident prioritisation and tracking of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) take place. These are supplemented by automatic notifications to support personnel via messages or customisable s. The Incident Management Service is also integrated with the new Sunrise ITSM Expenses and Time Cards Services for tracking the time taken and costs incurred in resolving the Incident. Support staff productivity is supported by a natural language knowledge base, and integrated customer surveys provide effective feedback after the incident is resolved. In this guide you will learn about Logging Incidents and Service Requests Prioritising Incidents and changing their priority Creating Tasks Assigning Incidents within your organisation and to suppliers Putting an Incident on hold and releasing it Creating Work Orders, Time Cards and Expenses for processing Incidents Tracking an Incident assigned to a supplier The relationship of SLAs to Incidents Creating and tracking associations to Problems Associations to Changes and Releases What happens when an Incident is resolved Closing Incidents Re-opening closed Incidents 5

6 Incidents Basing a Knowledge article on an Incident Deleting Incidents. Incident Management is a complex service. To help you understand how it works, the following pages contain lifecycles for Incidents and Tasks.The Incident lifecycle is shown below, with a list of the non-state-changing operations available in each state. These are followed by workflow diagrams for Incident logging and resolution. 6

7 SUNRISE ITSM INCIDENT MANAGEMENT USER GUIDE Incident Management Lifecycle The lifecycle below shows the operations that change the Incident's state. 7

8 Incidents Incident Non-State-Changing Operations In addition to the lifecycle operations, there are others that don't change the record's state. The list below shows when you can use each operation. State Operation State Operation Open Add Note Resolved Add Note On Hold Assign Incident Assign Supplier Assign to Me Contact Select Incident Current Owner Supplier Initiate Problem Initiate Change Initiate Request Fulfilment Assign to Me Contact Current Owner Supplier Select Incident Initiate Problem Initiate Request Fulfilment Supplier Close Supplier Abort Initiate Incident Closed Customer Survey Internal Action Recalculate Service Level Search Change Database Search Problem Database Search Knowledge Database Add Note Contact Current Owner Supplier Supplier Abort Aborted Supplier Abort Supplier Action Supplier Close Update Priority Contact Current Owner Supplier Initiate Problem Add Note Assign to Me Contact Current Owner Supplier Contact Current Owner Supplier Add Note Only available where contents of Supplier fields are True. Only available where contents of Supplier fields are False. 8

9 SUNRISE ITSM INCIDENT MANAGEMENT USER GUIDE Incident Logging Workflow This workflow begins with the customer communicating the Incident to the Service Desk. Note the Incident Resolution Process box - this is detailed in the next workflow. 9

10 Incidents Incident Resolution Workflow This workflow shows the processes and outcomes of Incident resolution. 10

11 SUNRISE ITSM INCIDENT MANAGEMENT USER GUIDE Add Incident The majority of Incidents you log will be raised by a colleague within your organisation. You can easily record an Incident's originator using Search and Select. This method also brings over Company and Service Level information for the Contact. You will sometimes need to be able to record which assets in your organisation are implicated in an Incident. If the Customer Contract that applies to this Incident is of the Service Credits type. The target times for responding to and resolving a Service Request are governed by the type of SLA the associated Company has. 1. Select Incident Management from the Services bar. 2. Select Add > Add Incident on the Action Bar. 3. Contact Details: To find a Contact, click in the forename or Surname field to see all Contacts. Mandatory fields have an orange left-hand edge. 4. Service SLA: What is the SLA used by the Contact's Company? 5. Select or enter the Incident Summary details: Type: Is this an Incident or Service Request? Category: For which area of business are you creating an Incident? Define it further by choosing a Sub- Category. Impact: How much impact will this have on the organisation? Urgency: How quickly must it be resolved? Incident Source: How were you told about the Incident? 6. Description: Describe the Incident. 7. Solution: How you have managed to work around it? 8. Item Details: Click in one of the Item fields to choose an Item. You can restrict the list of Items by selecting the Category first. 9. Item Name: If an Item is associated with this Incident, click here to select it. 10. Problem Summary: To associate a Problem with this Incident, click in the field then select the Item you want. 11. Customer Contract Name: Which Customer Contract applies to this Incident? 12. Allow Zero Credits: Do you want to carry on and log the Incident when the Customer Contract has 0 credits? If YES, the customer will be invoiced for all the work done when the Incident is closed. If NO, the Incident will not be processed. The Incident is created in the Open state.you can now add Tasks to the Incident. You can also generate a URL for the Incident - see Generating a Link to a Sostenuto Record in The Basics. An example of an Incident is shown below. 11

12 Incidents Incident Details 12

13 SUNRISE ITSM INCIDENT MANAGEMENT USER GUIDE Incident Summary Item details Associated Problem History tab Supplier History tab Associations tab Expenses tab Invoices tab Attachments tab Shows the type of Incident, together with its category, the Incident source and description, and a solution if known. Select the Item involved in the Incident. Shows the ID and Summary of the Problem created by the Initiate Problem operation. Shows the History of this Incident to date. This information is created automatically. Lists the history of Supplier actions on this Incident. Create and view associations between the Incident and Knowledge, Contact, Problem and Item records. Create and view Expenses for this Incident. Create and view Invoices for this Incident. Use this to select and store attachments to this record. Incident Statistics Contact Details Shows the current state of the Incident, its importance assignment and the assignees and SLA information. Use the icon in the corner of the Incident ID field to generate a URL for this record. Shows details about the person reporting the Incident. Service Contract Shows the associated Service Contract's reference and expiry date. Searches and Initiations tab OLA Information tab Time Cards tab Work Orders tab Returns tab This is where you can search the databases and initiate records in other Services. Lists any OLAs (Operational Level Agreements) for this Incident. Create and view Time Cards for this Incident. Create and view Work Orders for this Incident. Create and view Returns for this Incident. 13

14 Incidents What's the Difference between Incidents and Service Requests? An Incident is any event that is not part of the standard operation of a Service and that causes, or may cause, an interruption to, or a reduction in, the quality of that Service. Service Requests are all the other notifications for an action to be performed, such as requests to access Services, or install new equipment or supply equipment; they are not due to any failure in the it Infrastructure. You can only create tasks for Service Requests. What Decides a Record's Priority? Prioritisation is used in Incident Management. It enables the Service Desk to manage resources efficiently (staff, capacity, time, etc.). Services with higher service levels (SLAs) will have a higher priority. Your Service Desk will have its own guidelines about prioritising Incidents. Priority is decided by combining impact and urgency. Impact describes the situation of a record and is defined by the following factors: Number of affected users Percentage of affected users Urgency defines the priority of records when multiple records have the same impact. Impact Urgency LOW MEDIUM HIGH LOW 5. Planning 4. Low 3. Medium MEDIUM 4. Low 3. Medium 2. High HIGH 3. Medium 2. High 1. Critical The timescales for each stage of Incident handling are based on the response and resolution targets within SLAs. They are defined within OLAs and underpinning contracts. Records can be escalated up the hierarchy when the following happen: available resources are not sufficient agreements in ULA/ underpinning contracts can not be fulfilled the level of service can not be fulfilled. You can escalate an Incident at any point in its life cycle. 14

15 SUNRISE ITSM INCIDENT MANAGEMENT USER GUIDE Updating the Incident's Priority Use Update Priority to change the Incident's original Impact and Urgency. Priority is calculated from the Incident's Impact and Urgency and other factors, such as who is affected by the Incident. Each Priority has its own response and resolution targets. The targets are defined in the SLA of the Department linked to the Incident. Do this when the requirements for resolving the Incident change. Changing the Impact and Urgency will give the Incident a higher or lower priority. 1. Select Incident History > Update Priority on the Action Bar. 2. Impact: The effect it may have upon the business. For example, does it affect people's ability to work? 3. Urgency: Your assessment of how quickly the Incident needs to be resolved. This should be based on Service Desk guidelines. When the Impact and Urgency change, the Incident's Priority is recalculated so that the Service Desk's targets will also change. Opening a Created Incident When an Incident was logged remotely and reached the Service Desk by other means (via or Self Service Portals, for example) it will stay in the Created state. Use Open Incident to open it. You can only process open Incidents. 1. Select Incident History > Open Incident on the Action Bar. 2. Set the toggles to YES to send ready-made s with details of this operation. 3. Make Note Private? Select YES to hide details from the Contact when viewed in Self Service Portal. Sunrise ITSM puts the Incident in the Open state. You should now assign the Incident to an expert for it to be resolved. Service Levels: When you open an Incident the clock starts to tick down to the time agreed in the SLA. This enables Service Level Management to measure whether the service provided meets the targets set in the SLA. Problems: You should associate Problem Management when there are a number of Incidents that may have the same underlying cause. This may help Problem Management to establish the Root Cause of the Problem. Configuration Items: Incident Management enables the Configuration Management System to audit the infrastructure by identifying faulty equipment. 15

16 Incidents Assigning an Incident Assign this Incident to a colleague who has the skills to resolve it. As soon as an Incident is in the Open state, its Service Level clock starts ticking down. Choose an assignee who can resolve the Incident by the agreed target time. 1. Select Incident History > Assign Incident on the Action Bar. 2. Current Assignee: If you have already selected an Assigned Group, Current Assignee will only show accounts from that group. 3. Set the toggles to YES to send ready-made s with details of this operation. 4. Make Note Private? Select YES to hide details from the Contact when viewed in Self Service Portal. Sunrise ITSM sets the Incident state to Assigned. The assignee can now start work on the Incident. The Incident's Service Level clock starts ticking down once it is assigned. Assign To Me As soon as an Incident is opened, its Service Level clock starts ticking down. The assignee should have the skills to resolve it within the agreed target time. Do this when you are the best person to resolve the Incident you just logged. For example, if the Incident needs to be resolved by an administrator and you have administrator status. SelectHistory > Assign to Me on the Action Bar. Sunrise ITSM changes the Incident state to Assigned. A success message is displayed on the Service Header Bar. Assigning Incidents to Suppliers Use Assign Supplier to assign an Incident to an outside company or contractor. Some Incidents will be caused by Configuration Items that belong to a Supplier such as your Internet Service Provider or the company that maintains your printers. 1. Select Supplier Action History > Assign Supplier on the Action Bar. 2. Item/Supplier Name: Displays the name of the Item or Supplier linked to this Incident. The Item name is only displayed if there is no link to a Supplier. Click the eye to go to the Supplier record 3. Supplier Name: The Supplier should give this to you. 4. Set the toggles to YES to send ready-made s with details of this operation. 5. Make Note Private? Select YES to hide details from the Contact when viewed in Self Service Portal. 16

17 SUNRISE ITSM INCIDENT MANAGEMENT USER GUIDE Assigning the Incident to a Supplier will stop your SLA clock ticking down to its resolution target. It will also start the clock of the Supplier's underlying contract with your organisation. The time taken to resolve this Incident will be used to monitor and report the quality of the Supplier's service to you. Aborting a Supplier Assignment Use Supplier Abort to end the assignment of an Incident to a Supplier. The Supplier may refuse when the Service Contract does not cover that type of Incident, or they are not responsible for resolving the fault. When a Supplier refuses an Incident assignment, abort the assignment so that you can find another Supplier. Supplier Abort is only available when Incidents have been assigned to a Supplier. 1. Select Supplier Action History > Supplier Abort on the Action Bar. 2. Supplier Abort Type: Why are you aborting this assignment? 3. Set the toggles to YES to send ready-made s with details of this operation. 4. Make Note Private? Select YES to hide details from the Contact when viewed in Self Service Portal. Your SLA clock will start to count down to the resolution target. The Supplier's contractual obligation for the Incident ends. 17

18 Incidents Adding a Task Resolving an Incident or Service Request may involve a number of people to authorise and implement it. You can record their actions and progress in Tasks. All Tasks follow the same Task lifecycle. A Task record provides detailed instructions for the person who will complete it. 1. In the Details screen, select Tasks > Add Task on the Action Bar. 2. Task Type: Is this an authorisation or implementation task? 3. Task Priority: How important is the Task to the Idea? 4. Description: Give details of the Task's scope, purpose and outcome. 5. Task Due Date and Estimated Effort: When should this Task be finished and how long will it take to complete? 6. % Complete: How much work has already been done? 7. Quick Close Task: Set this to YES for a routine Task, such as booking an appointment, which can be done immediately. 8. Task Owner: Who will own this Task? 9. Set the toggles to YES to send ready-made s with details of this operation. Sunrise ITSM sets the Task state to Created. You can now assign the Task. Task Operations (page "Task Operations" below) lists the operations you can perform on Tasks, followed by the Incident Task lifecycle diagram. Task Operations The new Task has the Created state. Its ID has the format [record number]:[task number]; for example, WOR000006:8.Once a task has been added you can find it in the Task Summary, or in the appropriate tab of the record. All tasks follow the same lifecycle, although you will not need to perform all the operations for each task type. Assign Task: Select the Group or individual who will complete the task. The task state changes to Assigned. Accept Assignment: Will you complete this task? The task state changes to Accepted. Reject Assignment: You have the option to refuse the task. The task state changes to Rejected. Hold Task: If you have to stop work on the task, put it on hold. The task state changes to Held. Release Task: Use this to release a held Task. The Tasks state changes to whatever it was before the hold. Cancel Task: You can cancel a task at any stage before completion. The task state changes to Cancelled. Complete Task: Show that you have completed the task. The task state changes to Completed. Archive Task: You can archive Task records so that the information is retained. The task state changes to Archived. Restore Task: Return a task to activity if it's needed again. The task state returns to Completed. Delete Task: Use this to delete the task from the system. The task state changes to Deleted. 18

19 SUNRISE ITSM INCIDENT MANAGEMENT USER GUIDE Incident Task Lifecycle The lifecycle below shows the operations that change the Task's state. 19

20 Incidents Keeping Track of your Actions The following actions don't change the Incident's state, but they all help you to track what is being done to resolve the Incident. Recalculating a Service Level The Contact in each Incident belongs to a Department, which has an associated SLA. The SLA defines the response and resolution times the Department can expect for Incidents. If the primary Contact for the Incident changes, the Incident's Service Level may change as well. When you assign the Incident to a different Contact, you will need to ensure that the SLA for that new Contact is associated to the Incident. It may have different response and resolution targets. Select Recalculate Service Level on the Action Bar. You will be asked if you want to continue. The updated SLA response and resolution targets will be applied to the Incident. The Service Desk should check their response and resolution targets for this Incident. Keeping Notes about the Incident Use Add Note to make notes about the Incident. Notes let you share all kinds of information with other Service Desk users. Adding notes to a record doesn't change its contents. 1. Select History > Add Note on the Action Bar. 2. Note Type: Why are you adding a note? 3. Set the toggles to YES to send ready-made s with details of this operation. 4. Make Note Private? Select YES to hide details from the Contact when viewed in Self Service Portal. Recording Internal Actions Use Internal Action to record actions you took for the Incident which do not alter its state, such as sending an to a colleague. Actions you take while resolving this Incident add to the time and effort involved in the Incident resolution. If the Customer Contract associated with this Incident has the Type of Service Credit, you can specify the number of Service Credits this action has used. You can do this after any action related to this Incident. 1. Select Incident History >Internal Action on the Action Bar. 2. Internal Action Type: What sort of action did you take? 3. Service Credits Used: How many Service Credits for this action? 4. Set the toggles to YES to send ready-made s with details of this operation. 20

21 SUNRISE ITSM INCIDENT MANAGEMENT USER GUIDE 5. Make Note Private?: Select YES to hide details from the Contact when viewed in Self Service Portal. The SLA clock goes on ticking and it records the time and date of the response to the Incident. A history record is created. The information can be used to refine the agreed targets for service delivery. In the Customer Contract associated with this record, the numbers of Credits Used is and Credits Available are updated. Recording a Supplier's Actions Use Supplier Action to record actions taken by a Supplier that do not alter the Incident's state. When a Supplier takes an action towards resolving this Incident, you should record the activity. It adds to the time and effort involved in the Incident resolution. 1. Select Supplier Action History > Supplier Action on the Action Bar. 2. Supplier Action Type: What did the Supplier do? 3. Set the toggles to YES to send ready-made s with details of this operation. 4. Make Note Private? Select YES to hide details from the Contact when viewed in Self Service Portal. A history record is created. The information can be used to improve the targets for service delivery. Adding Expenses to the Record Use the Expenses service to record expenses incurred. This helps the Service Desk cost work and plan its budget. Do this at any time to record the amount of money spent on an activity. You can add multiple Expenses. 1. In the Details screen, select the Expenses tab. 2. Click Add Expense to go to the Expenses Service. The Expense is displayed in the Expenses tab. Adding Time Cards Use the Time Cards service to record work done. This helps the Service Desk plan resources and cost its work. You can also record time lost by interruptions. Do this at any time to record the amount of time spent on an activity. You can add multiple Time Cards. 1. In the Details screen, select the Time Cards tab. 2. Click Add Time Card to go to the Time Cards Service. The Time Card is displayed in the Time Cards tab. 21

22 Incidents Adding Work Orders Use the Work Orders service to give a Supplier or another Company a formal instruction to do some work. This helps the Service Desk plan resources and cost its work. Do this to record the amount of time spent on an activity. You can add multiple Work Orders. 1. In the Details screen, select the Work Orders tab. 2. Click Add Work Order to go to the Work Orders Service. The Work Order is displayed in the Work Orders tab. Adding Invoices You can create Invoices at any time, using the Invoices tab. 1. In the Details screen, select the Invoices tab. 2. Click Add Invoice to go to the Invoices Service. The Invoice is displayed in the Invoices tab. Adding Returns You can add Returns at any time, using the Returns tab. In the Details screen, select the Returns tab then click Add Return to go to the Returns Service. Sunrise ITSM creates the Return and displays it in the Returns tab. The Return record includes the Incident ID and Incident Summary. 22

23 SUNRISE ITSM INCIDENT MANAGEMENT USER GUIDE Back to the Lifecycle Operations! Now let's return to the operations which take your Incident through to resolution. Putting the Incident On Hold As soon as an Incident is opened, its Service Level clock starts ticking down. If something prevents you processing the Incident, you can stop this waiting time being included in the Incident Duration. Put the Incident On Hold to stop the clock ticking. Do this when you can't progress an Incident. For example, you are waiting for resources, or you will be out of the office. 1. Select Incident History > Hold Incident on the Action Bar. 2. Optionally, select a date and time to release the Incident. Sunrise ITSM looks for Incidents to release at scheduled intervals defined by your System Administrator. The Incident is released at the next scheduled release date after the expiry date. 3. Set the toggles to YES to send ready-made s with details of this operation. 4. Make Note Private? Select YES to hide details from the Contact when viewed in Self Service Portal. Sunrise ITSM sets the Incident state to On Hold. You cannot edit the Incident while it is on hold, but you can add notes using Memo Action on the Action Bar. You can re-open the Incident at any time by using Release Incident (page "Releasing a Held Incident" below). Releasing a Held Incident Use Release Incident to release an Incident that is on hold. You can resume work on a held Incident when the impediment to processing has been removed. 1. Select Incident History > Release Incident on the Action Bar. 2. Set the toggles to YES to send ready-made s with details of this operation. 3. Make Note Private? Select YES to hide details from the Contact when viewed in Self Service Portal. Sunrise ITSM sets the Incident state to Open. The SLA clock starts to tick down again towards the resolution target. Resolving an Open Incident Use Resolve Incident to resolve an Incident. The Service Desk decides an Incident is resolved when it is satisfied that the cause has been removed or surmounted. The Incident doesn't need further work. 1. Select Incident History > Resolve Incident on the Action Bar. 2. Resolution Category and Resolution Sub-Category: Select the same values as in the Incident record. 23

24 Incidents 3. Resolve Type: Why did you resolve the Incident? 4. Set the toggles to YES to send ready-made s with details of this operation. 5. Make Note Private? Select YES to hide details from the Contact when viewed in Self Service Portal. 6. To attach any documents to the , click on the Select button then browse for files. The attached files are listed in the Attachments field. Sunrise ITSM sets the Incident state to Resolved. Don't close the Incident until the Contact has checked that the service is operating normally. Resolve Incident stops the SLA clock. Closing Incidents Resolved by a Supplier Use Supplier Close to close the Incident when the Supplier has resolved it. Do this to resume work on an Incident that was resolved by a Supplier. The Incident remains open while it is assigned to the Supplier. When you end the assignment you can resolve and close the Incident. 1. Select Supplier Action History > Supplier Close on the Action Bar. 2. Supplier Close Type: How has the Supplier resolved the Incident? 3. Set the toggles to YES to send ready-made s with details of this operation. 4. Make Note Private? Select YES to hide details from the Contact when viewed in Self Service Portal. The Supplier's clock stops when you use Supplier Close. The Service Desk's clock starts ticking down again towards the resolution target, until you resolve and close the Incident. Aborting Unwanted Incidents Use Abort Incident to abort an unwanted Incident. For example, the record may be a duplicate or the cause of the Incident no longer exists. Do this when you want to finish processing an Incident without resolving it. You can only abort created or open Incidents. 1. Select Incident History > Abort Incident on the Action Bar. 2. Abort Type: Why you are aborting the Incident. 3. Set the toggles to YES to send ready-made s with details of this operation. 4. Make Note Private? Select YES to hide details from the Contact when viewed in Self Service Portal. Sunrise ITSM sets the Incident state to Aborted. Aborted Incidents are important for statistical analysis of how your Service Desk's time is being spent. Reporting large numbers of unimportant issues wastes the Service Desk's time. 24

25 SUNRISE ITSM INCIDENT MANAGEMENT USER GUIDE Closing an Incident Use Close Incident to close a resolved Incident, when the Service Desk decides that the solution has been verified. When the customer has a service credit contract you will be asked to confirm service credit usage as part of the closure. Now you can close the Incident and tell the Contact that normal operation is restored. 1. Select Incident History > Close Incident on the Action Bar. 2. Close Type: Why is this Incident ready to close? 3. Confirmed Service Credits Used: Please enter the number of Service Credits used for this Incident. 4. Set the toggles to YES to send ready-made s with details of this operation. 5. Make Note Private? Select YES to hide details from the Contact when viewed in Self Service Portal. 6. Add to Knowledge Base: Set to YES to add a new record to the Knowledge Base. The Incident's Details field will populate the Symptoms field. The Knowledge article state is set to Created. The Incident state is set to Closed. If the Incident has uncompleted Tasks their state will be set to Cancelled. Any associations between this Incident and other records, such as Contacts or Change Requests will be updated. You can now reopen (page "Reopening a Closed Incident" on the next page) or archive (page "Archiving a Closed Incident" on the next page) the Incident. You can also choose to add a new Knowledge Article to the Knowledge Base, so that the Service Desk can use this solution for investigating future Incidents. For a service credit contract, the number of confirmed service credits used will be added to the Credits Used field and deducted from the Credits Available field. Adding Customer Surveys Sunrise ITSM allows you to conduct a concise customer survey during or after an Incident's lifetime. The customer's satisfaction rating is stored with the Incident. Find out what customers think of your service and see where you need to improve performance. You can only add Customer Survey information to closed Incidents. Select All Incident History > Customer Survey on the Action Bar. First-hand feedback from customers is an important part of the continual improvement of your services. You can view the Customer Survey results in the Overall Customer Satisfaction filter. Cancelling a Failed Resolution Use Cancel Resolution to return a resolved Incident to the open state for further investigation. When a fix doesn't work or the same issue recurs, you need to work on the Incident again. 1. Select Incident History > Cancel Resolution on the Action Bar. 2. Set the toggles to YES to send ready-made s with details of this operation. 25

26 Incidents 3. Make Note Private? Select YES to hide details from the Contact when viewed in Self Service Portal. Sunrise ITSM sets the Incident state to Open so that you can work on it again and the SLA clock resumes its tickdown. Reopening a Closed Incident Use Reopen Incident to reopen a closed Incident when more work needs to be done. Do this when the Incident was closed in error or conditions have changed. For example, you may need to attach or amend information. Select Incident History > Reopen Incident on the Action Bar. 1. Reopen Type: Why are you reopening the Incident? 2. Set the toggles to YES to send ready-made s with details of this operation. 3. Make Note Private? Select YES to hide details from the Contact when viewed in Self Service Portal. Sunrise ITSM sets the Incident state to Open and the SLA clock resumes its tickdown to the resolution target. Archiving a Closed Incident Use Archive Incident to archive a closed Incident. You should archive closed Incidents rather than delete them. Archiving conserves the information and protects it from accidental editing. Do this when the Contact is satisfied with the solution, or the Incident has been closed for a long time. 1. Select Incident History > Archive Incident on the Action Bar. 2. Archive Type: Why you are archiving this Incident. 3. Set the toggles to YES to send ready-made s with details of this operation. 4. Make Note Private? Select YES to hide details from the Contact when viewed in Self Service Portal. Sunrise ITSM sets the Incident state to Archived.You can restore the Incident (page "Restoring an Archived Incident to the Live System" on the facing page) to the normal Incident lifecycle if you need it. Only delete the Incident if it will never be needed again; for example, if it was caused by equipment which is now obsolete. Viewing an Incident's History You may want to review an Incident's history without viewing the Incident. You can do this by selecting View Incident History from the Summary screen. You cannot view the history of archived Incidents. 1. Select the Incident record in the Incidents Summary screen. 2. Select View Incident History from the Action Bar. A new window displays the information as shown below: 26

27 SUNRISE ITSM INCIDENT MANAGEMENT USER GUIDE Restoring an Archived Incident to the Live System Use Restore Incident to change the state of an archived Incident. This will return the archived Incident to the live system. Do it when you want to re-use or amend its information. 1. Select Incident History > Restore Incident on the Action Bar. 2. Set the toggles to YES to send ready-made s with details of this operation. 3. Make Note Private? Select YES to hide details from the Contact when viewed in Self Service Portal. Sunrise ITSM sets the Incident state to Closed. You can now reopen the Incident to amend it, or archive it again. Deleting an Incident Use Delete Incident to delete an archived Incident. Delete an archived Incident this if there is no value in keeping it. For example, it may refer to obsolete equipment. This physically deletes an archived Incident and its history from the system. Select Incident History > Delete Incident on the Action Bar. You must confirm the action when prompted. Note: The deleted Incident cannot be restored. Sunrise ITSM displays a success message on the Service Header Bar. The record is removed from the database. 27

28 Incidents Searching for Information and Initiating Records An Incident can affect many different aspects of an organisation. Because of this, Incident Management has operations which enable you to search for information in other Services. If the information does not exist you can initiate records in those Services. Problem Management: Repeated similar Incidents may point to an underlying Problem that should be investigated. If the Problem does not exist you can initiate a Problem based on the Incident. Change Management: A Change may be needed in order to implement a resolution or workaround. Incident Management can detect and resolve Incidents caused by a failed Change. If a major Incident needs an emergency Change you can initiate the Change based on the Incident. Service Management: Initiate a Service Request from an Incident when you want to choose new services for a Company. Knowledge: Use the Knowledge Database to find solutions to current Incidents. Once you have resolved and closed an Incident successfully you can add the solution to the Knowledge Database for the benefit of other users. Release Management: When a large rise in the number of Incidents follows a new Release, you can link the Incidents to the Release which has caused them. Initiating Incidents Initiate Incident gives you a quick, convenient way to create an incident from a Service Request. Use this to create an Incident almost identical to your current Incident. It saves you time and guarantees that both records will contain the same information and tags. You can initiate one Incident from another Incident, or from a Service Request associated with a Service Contract. The records must be in the Open or Resolved state. 1. Select Searches and Initiations > Initiate Incident from the Action Bar. 2. The Request Summary and Request Details will populate the new record's Summary and Description fields. 3. Set the toggles to YES to send ready-made s with details of this operation. A new record is created in the Open state, with its Type set to Incident. 28

29 SUNRISE ITSM INCIDENT MANAGEMENT USER GUIDE Initiating Request Fulfilments Initiate Request Fulfilment gives you a convenient and quick way to create a request for a Service, using the Service Contract details in the Incident. When you initiate Request Fulfilment, you will only see the service offerings in the Service linked to the Incident's Service Contract. You can make the request from an Incident or Service Request in the Open or Resolved state. 1. Select Searches and Initiations > Initiate Request from the Action Bar. 2. Service Contract Name: This will be copied from the Incident. If the Incident does not already have a Service Contract you can select one. 3. Request Summary: Select a Service Offering from the Service linked to the Service Contract. 4. Set the toggles to YES to send ready-made s with details of this operation. 5. Make Note Private? Select YES to hide details from the Contact when viewed in Self Service Portal. A new Service Request is created with its Category set to Contractual. The Contact Details, Service Contract and Incident Statistics are copied from the Incident. The Service Request's Summary and Description are copied from the Service Offering you selected. Searching for Related Problems Most Incidents will be isolated issues, unconnected with other Incidents or any changes and problems in the organisation. But many will be related to an underlying problem. When an Incident is severe or is similar to other Incidents, it's worth looking in the Problem Database for a related Problem. If one exists, you can associate it with the Incident. The Incident's data may help in finding the underlying cause. If you don't find a related Problem you can initiate one (page "Initiating Problems" below). You can only search for Problems from open Incidents. 1. Select Searches and Initiations > Search Problem Database on the Action Bar.You can pre-filter the Problems you see by selecting a Problem Type. 2. Problem Summary: Enter keywords or leave the field blank. Click the down arrow to search for Problems. The Problem is listed in the Incident's Associated Problem fields. The Incident is listed in the Problem's All Associated Incidents grid and the Problem's Number of Incidents count increases by 1. Initiating Problems Initiate Problem gives you a convenient and quick way to create a Problem and link it to the current Incident. When an Incident is severe or there have been a number of similar Incidents, there is probably an underlying Problem. The Problem should be investigated. If you can't find a related Problem through Search Problem Database (page 29), you can create one using Initiate Problem. You can initiate Problems from Incidents, or from Service Requests associated with a Service Contract. The records must be in the Open, On Hold or Resolved state. 29

30 Incidents 1. Select Searches and Initiations > Initiate Problem from the Action Bar. 2. Use Defaults: Set this to YES to create a Problem using the Incident's information in the Problem's Summary and Description fields. 3. Alternatively, enter your own Problem Summary and Details. 4. Set the toggles to YES to send ready-made s with details of this operation. 5. Make Note Private? Select YES to hide details from the Contact when viewed in Self Service Portal. A new Problem is created in the Open state. Its Type is set to Problem and the Incident is listed in the Problem's All Associated Incidents grid. The Problem is listed in the Incident's Associated Problem fields. Did a Change Cause this Incident? You can search the Change database to see if a Change Request exists for events like this Incident. If not, you can initiate one. You may find that some Incidents can only be resolved by a change to the organisation's systems, or a failed Change may be the cause of Incidents. Narrow the search by entering key words from the Incident in the Summary of Change field. You can only search for Change Requests in open Incidents. 1. Select Searches and Initiations > Search Change Database on the Action Bar. You can pre-filter the Changes by selecting a Problem Type. 2. Summary of Change: Start typing to see summaries with matching text, or just pres the down arrow to see all Change summaries. The Change's Summary and Description are copied from the Incident. The Change record is listed in the Incident History tab. Initiating a Change Initiate Change gives you a convenient and quick way to create a Change Request record from this record. You may need this when a major Incident requires you to complete an emergency Change as quickly as possible. 1. Select Searches and Initiations > Initiate Change from the Action Bar. 2. Use Default Information: Set this to YES to copy the record's Summary and Description to the new Change Request. 3. Set the toggles to YES to send ready-made s with details of this operation. 4. Make Note Private? Select YES to hide details from the Contact when viewed in Self Service Portal. A new Change Request is created in the Logged state. A Search Change Database record in the history tab shows the Change details. 30

31 SUNRISE ITSM INCIDENT MANAGEMENT USER GUIDE Using Knowledge Articles to Resolve an Incident Sunrise ITSM's integrated Knowledge database can help you resolve Incidents, using solutions posted by colleagues who have resolved the same issues. Use the Knowledge Database to find solutions and advice from other users who have resolved similar Incidents. You can also attach relevant files to the Incident and them to the Contact. You can only search for Knowledge articles in open Incidents. 1. Select an Incident and choose Searches and Initiations > Search Knowledge Database from the Action Bar. 2. Summary: Click the down arrow to search all existing knowledge solutions, or pre-filter the solutions by selecting a Knowledge Type and Knowledge Sub-Type. 3. Automatically resolve Incident?: If you find a suitable Knowledge article, select Yes to set the Incident state to Resolved. This will increment the Resolution Count for this Knowledge Article by Attachment: Click Select to attach relevant files to this Incident. 5. Set the toggles to YES to send ready-made s with details of this operation. 6. Make Note Private? Select YES to hide details from the Contact when viewed in Self Service Portal. Using known, proved solutions reduces the time spent resolving the Incident and the possibility that the resolution will fail. When you select automatic resolution the Resolution Count is incremented by 1 for this Knowledge Record, as shown in the Knowledge Summary. Associating a Release with the Incident Errors in a new Release of software can result in issues that cause Incidents. Document this connection, using Search Release Database. When an increase in the number of Incidents follows a new global Release, link to the Release before you resolve the Incident. 1. Select Searches and Initiations > Search Release Database on the Action Bar. 2. Release Name: Click to choose from all existing Releases. 3. Scheduled Release Date. 4. Set the toggles to YES to send ready-made s with details of this operation. The Release is now linked to the Incident in the Searches and Initiations tab. You can see the details of this search in the History tab. 31

32 Incidents Now Try These Exercises Log 10 Incidents against the available Contacts. Add as much detail as you like. Quick Close 2 Incidents. Perform an Internal Action for each open Incident. Assign 5 Incidents to the person opposite you. Place 2 Incidents on hold. Add attachments to 2 other Incidents. Release the Incidents that are on hold. Create Time Cards for 2 Incidents. Create Expenses for the same 2 Incidents. Assign 3 Incidents to Suppliers. Perform actions against these Suppliers. Check the Suppliers filter. Search the Knowledge database. Resolve 4 Incidents. Close 4 Incidents. Add one of the closed Incidents to the Knowledge base. At this point your Incidents should look like this: 2 have been Closed using Quick Close. 4 have been resolved. 4 have been closed. You should also have: 1 new Knowledge article. 2 new Time Cards. 2 new Expenses. Which filter do you use to find Incidents assigned to Suppliers? (see below) (answer: All Supplier Incidents) 32

33 SUNRISE ITSM INCIDENT MANAGEMENT USER GUIDE More Exercises! (You Can Do a Lot with Incidents) Re-open 2 Incidents. Complete Customer Surveys on the 2 closed Incidents, then check the Overall Customer Satisfaction filter. Archive 2 Incidents. Restore 1 Incident. Initiate Problems from 2 Incidents, using the Incident defaults. Search the Problem database. Run these reports: Incident Summary grouped by date. Incidents by priority. Associate a Contact with 1 open Incident. Add an attachment to 1 open Incident. View the Incident History of 1 Incident. Your Incidents should now look like this: 2 have been closed using Quick Close. 4 have been resolved. 1 has been archived. 1 has been restored. You should have: 2 reports. 2 initiated Problems. 1 Contact. Where can you find the associated Contact? (see below) 1Incident with an attachment. (answer: All Associated Contacts filter of Associations tab) 33

34 Incidents What Have You Learned? Congratulations! You've finished learning about Incidents. You should now know how to: Log Incidents and Service Requests Prioritise Incidents and change their priority. Create Tasks. Assign Incidents within your organisation and to suppliers. Put an Incident on hold and release it. Create Work Orders, Time Cards and Expenses for processing Incidents. Track an Incident assigned to a supplier. Understand the relationship of SLAs to Incidents. Creating and tracking associations to Problems. Make associations to Changes and Releases. Know what happens when an Incident is resolved. Close Incidents. Re-open closed Incidents. Base a Knowledge article on an Incident. Delete Incidents. 34

35 SUNRISE ITSM INCIDENT MANAGEMENT USER GUIDE Further Reading To find out more about the Services that link to Incidents, see: Sunrise ITSM Problem Management User Guide. Sunrise ITSM Change Management User Guide. Sunrise ITSM Release Management User Guide. Sunrise ITSM Contacts User Guide. Sunrise ITSM Invoices User Guide. Sunrise ITSM Time Cards User Guide. Sunrise ITSM Expenses User Guide. Sunrise ITSM Work Orders User Guide. 35