Install Incident Tracking

This article contains the following topics:
casm1401
This article contains the following topics:
Incident tracking lets analysts track an incident by selecting one or more flags for the incident. The information that analysts specify provides your organization with metrics about incidents for reports. For example, analysts can indicate that an incident was assigned incorrectly. When a large percentage of incorrectly assigned tickets appears in a report, your organization is aware that assignments must be adjusted.
For example, analysts can specify information to help your organization do the following:
  • Improve SLA responsiveness and closure at lower levels within the support organization.
  • Identify tickets that are incorrectly assigned.
  • Indicate that a remote control tool was used to resolve the ticket.
You install the efficiency_tracking Options Manager option, so that analysts can use tracking options that appear on the Efficiency Tracking tab of incident detail pages.
Install Incident Tracking
HID_Install Incident Tracking
You can install an option to let analysts track an incident by setting particular flags for the incident. The information that analysts specify provides your organization with metrics about incidents for reports. After you install the option, the tracking flags appear on the Efficiency Tracking tab of the Incident Detail pages.
Follow these steps:
  1. On the Administration tab, browse to Options Manager, Request Mgr.
    The Options List appears.
  2. Click efficiency_tracking.
    The efficiency_tracking Options Detail page appears with default values set.
  3. Click Edit.
    The efficiency_tracking Options Update page appears with default values set, and you can edit the Description.
  4. Click Install.
    The efficiency_tracking Options Detail page appears.
  5. Click Close Window.
    Incident tracking is installed; however, the Efficiency Tracking tab does not appear on incident detail pages.
  6. Restart CA SDM.
    The Efficiency Tracking tab appears on incident detail pages.