ITSM Incident Problem Management ################################ The service desk (which, according to ITIL, is not a process but a function) is usually the ticket system's main field of application. All user messages and notifications from system monitoring and internal IT organization converge here. The ITIL service management process, closely interwoven with the service desk, describes which work steps, information, escalations and/or interfaces are relevant in connection with the processing of incidents or service requests. The incident and problem management processes within Rexpondo::ITSM are based on ITIL recommendations and ITIL terminology. At the same time, user comfort was a main consideration, and terms known from Rexpondo have been retained as much as possible. .. note:: This package requires the :doc:`general-catalog` and the :doc:`itsm-core` features. Administrator Interface ======================= This chapter describes the new features that are available in the administrator interface after installation of the package. Ticket Settings --------------- After installation of the package a new state is added to the ticket states and some new types are added to ticket types. States ~~~~~~ After installation of the package a new state is added to the system. The state management screen is available in the States module of the *Ticket Settings* group. .. figure:: images/state-management.png :alt: States Management States Management Screen New State ~~~~~~~~~ **closed with workaround** This end state is for tickets, that are closed successfully, but with a workaround. Types ~~~~~ After installation of the package some new types are added to the system. The type management screen is available in the *Types* module of the *Ticket Settings* group. New Types ~~~~~~~~~ **Incident** For tickets that are created for normal incidents. **Incident::Major** For tickets that are created for major incidents. **Problem** For tickets that are created for problems. **ServiceRequest** For tickets that are created for service requests. Processes & Automation ---------------------- After installation of the package some new dynamic fields are added to the system and activated on screens. Dynamic Fields ~~~~~~~~~~~~~~ After installation of the package some new dynamic fields are added to the system. The dynamic field management screen is available in the *Dynamic Fields* module of the *Processes & Automation* group. .. figure:: images/dynamic-field-incident-overview.png :alt: Dynamic Field Management Dynamic Field Management Screen New Dynamic Fields ~~~~~~~~~~~~~~~~~~ **ITSMReviewRequired** This is a drop-down dynamic field that contains Yes and No to indicate if a review is required. **ITSMDecisionResult** This is a drop-down dynamic field that contains some possible results for decisions. **ITSMRepairStartTime** This is a date/time dynamic field for holding the repair start time. **ITSMRecoveryStartTime** This is a date/time dynamic field for holding the recovery start time. **ITSMDecisionDate** This is a date/time dynamic field for holding the decision time. **ITSMDueDate** This is a date/time dynamic field for holding the due date. The new dynamic fields are activated in many screens by default. To see the complete list of screens: #. Go to the system configuration. #. Filter the settings for ``ITSMIncidentProblemManagement`` group. #. Navigate to ``Frontend → Agent → View or Frontend → External → View`` to see the screens. Agent Interface =============== This chapter describes the new features that are available in the agent interface after installation of the package. Tickets ------- After installation of the package some new fields will be available in the ticket screens. Status View ~~~~~~~~~~~ After installation of the package some new fields will be available in the *Status View* screen. .. figure:: images/ticket-status-view.png :alt: Ticket Status View Ticket Status View Screen Some new dynamic fields are also displayed in this view. New Email Ticket ~~~~~~~~~~~~~~~~ After installation of the package some new fields will be available in the *New Email Ticket* screen. New Fields ~~~~~~~~~~ *Impact* Select the impact level from *1 very low* to *5 very high*. *Due Date* Select a date as due date for the new ticket New Phone Ticket ~~~~~~~~~~~~~~~~ After installation of the package some new fields will be available in the *New Phone Ticket* screen. New Fields ~~~~~~~~~~ *Impact* Select the impact level from *1 very low* to *5 very high*. *Due Date* Select a date as due date for the new ticket Search ~~~~~~ After installation of the package some new attributes are added to the Ticket Search screen. To see the new attributes: #. Open the *Search menu* item from the Tickets menu. #. Click on the *Add another attribute* filed. #. Scroll down the list and check the available attributes. The new attributes are: * Impact * Review Required * Decision Result * Repair Start Time (before/after) * Repair Start Time (between) * Recovery Start Time (before/after) * Recovery Start Time (between) * Decision Date (before/after) * Decision Date (between) * Due Date (before/after) * Due Date (between) Ticket Zoom ~~~~~~~~~~~ After installation of the package many new dynamic fields will be available in the *Ticket Zoom* screen and in its child windows. Additionally, two new menu items are added to the ticket menu .. figure:: images/ticket-zoom.png :alt: Ticket Zoom Ticket Zoom Screen Priority ~~~~~~~~ After installation of the package a new field is added to this window. .. figure:: images/ticket-priority.png :alt: Ticket Priority Ticket Priority Screen **Impact** Select the impact level from *1 very low* to *5 very high*. It is possible to add an article to the ticket if the action needs to be explained more detailed. Additional ITSM Fields ~~~~~~~~~~~~~~~~~~~~~~ After installation of the package a new menu item *Additional ITSM Fields* is displayed in the ticket menu. Clicking on this menu item will open a new window. In this window the additional ITSM fields can be set regarding to repair and recovery start time, as well as the due date. .. figure:: images/ticket-additional-itsm-fields.png :alt: Ticket Additional ITSM Fields Ticket Additional ITSM Fields Screen **Title** * This is the title of the ticket. **Repair** Start Time Select the date and time when the problem started to be repaired. **Recovery** Start Time Select the date and time when the recovery of the problem started. **Due Date** Select the date and time as due date for the ticket. Decision ~~~~~~~~ After installation of the package a new menu item *Decision* is displayed in the ticket menu. Clicking on this menu item will open a new window. In this window the decision result and the decision date can be set. .. figure:: images/ticket-decision.png :alt: Ticket Decision Ticket Decision Screen **Decision Result** Select a possible result for the decision. The available decision results can be set as Dynamic Fields. **Decision Date** Select the date and time when the decision was made. It is possible to add an article to the ticket if the action needs to be explained more detailed. Close ~~~~~ After installation of the package a new field is added to this window. .. figure:: images/ticket-close.png :alt: Ticket Close Ticket Close Screen **Review Required** Select if a review is required after the ticket close. It is possible to add an article to the ticket if the action needs to be explained more detailed. Free Fields ~~~~~~~~~~~ After installation of the package a new field is added to this window. .. figure:: images/ticket-change-free-text.png :alt: Ticket Free Fields Ticket Free Fields Screen **Type** Select a type for the ticket. **See also:** To remove this field, disable this system configuration setting: * ``Ticket::Frontend::AgentTicketFreeText###TicketType`` Ticket Compose ~~~~~~~~~~~~~~ After installation of the package a new field is added to this window. .. figure:: images/ticket-compose.png :alt: Ticket Compose Ticket Compose Screen **Review Required** Select if a review is required after the ticket compose. External Interface ================== This package has no external interface.