Incident Management

This article contains the following topics:
This article contains the following topics:
Incidents are events outside of normal operations. When an incident occurs, it disrupts the normal operational processes of an organization.
 Unless otherwise noted, all the CA SDM Request features are also available for Incidents and Problems.
Depending on your role, you may not have access to all the functionality described in this section. For example, some predefined roles can edit records but cannot create records.
Create an Incident
You can either create an incident from scratch or use an existing template.
If multi-tenancy is installed, select the appropriate tenant from the drop-down list. The public (shared) option creates the object for all tenants.
Follow these steps:
  1. On the Service Desk tab, click the File menu and select the ticket type that you want to create. 
    For example: To create a request from scratch, click File, New Request. To create a request from a template, click File, New Request from Template.
  2. Fill in the incident fields as appropriate. Use the controls available on the issue tabs to process the ticket as appropriate.
  3. Click one of the following buttons:
    Auto Assign -- 
    Triggers an auto assignment task, and updates the activity log. This button appears only when the ticket specifies a category or area that has auto-assignment enabled.
    Create Change Order -- 
    Opens the Create New Change Order page. You can create a change order ticket that is associated with this incident. This button appears only when you create incidents, problems, and requests.
    Create Problem -- 
    Opens the Create New Problem page so you can create a problem ticket associated with this incident. This button appears only when you create incidents and requests.
    Find Similar -- 
    Opens the Find Similar page to search for similar problems.
    Quick Profile -- 
    Displays the contact information for the specified user in the 
    Affected End User 
    field. You can also view their environment details and their entire ticket history.
    Use Template -- 
    Displays a list of available templates for the selected ticket type. You can select the template that you want to use for creating this ticket.
You can use Quick Profile to identify a contact to be the affected end user of your new ticket. Quick Profile allows you to search for a contact, and view the history of the issues, requests, change orders, incidents, and problems that are assigned to that contact. When you have identified a contact, you can create the incident ticket directly from Quick Profile.
Incident Fields
The following fields are required to create or update an incident:
  • Incident Reference Number
    This is a unique reference number assigned by CA Service Desk Manager for all incident tickets. This is used by analysts and customers to refer to a particular incident ticket.
  • Requester
    Specifies the name of the person who initiated the ticket. This person must be a defined contact. You can enter a value directly or click the magnifier to search for the name.
  • Affected End User
    Specifies the contact name of the person who is affected by the record. If the contact is assigned to a special handling type, special handling indicators are displayed. You can enter a value directly or click on the magnifier icon to search for a contact name.
  • Incident Area
    Indicates the general area of your IT environment that is affected by the incident. For example, Applications, E-mail, Hardware, and Software. An incident area provides default values that are automatically entered on all the incident tickets pertaining to that area. In addition to the predefined incident areas, your system administrator can define custom incident areas. You can enter a value directly, or you can expand the node to display the defined incident areas and select one.
    Your system administrator has the option of adding custom properties to incident areas. The custom properties are available on the Properties tab when you create, edit, or view an incident ticket. Some custom properties require that you enter a value.
  • Status
    Specifies the status code of the record. For example, you can list only the tickets with a status code of Fix in Progress, or Close Requested. You can enter a value directly or click on the magnifier icon to search for a status. The blue button (on the left side of the Status field) lets you change the current status to the next default status.
  • Priority
    Specifies the priority ranking of the record. The ranking determines the amount of attention the ticket receives. The predefined priority levels are 1 (highest) through 5 (lowest). Your system administrator or an active priority calculation can generate the appropriate priority values for various installations and tenants. When priority calculation is enabled, this field is updated based on Impact, Urgency, Affected Service, and Affected User settings. When your administrator disables priority calculation and uninstalls the urgency_on_employee option, Self Service Users see the Priority field on the Request Detail page.
  • Active
    Indicates whether the record is Active or Inactive. This value applies to the current record only and not the associated template.
Detail Fields
  • Reported By
    Specifies the name of the person reporting the record.
  • Assignee
    Specifies the name of the person who is assigned to handle the record. You can enter a value directly or click on the magnifier icon to search for a name. Selecting an assignee populates the groups that the assignee belongs to in the
  • Group
    Specifies the group that is responsible for this record. Your system administrator defines groups of contacts that are responsible for different types of issues, requests, incidents, or problems. Any contact who is part of the group can handle the record after it is assigned to the group. You can enter a value directly or click on the magnifier icon to search for a group. Selecting a group populates the
    field with the corresponding assignee name that belongs to the group.
  • Affected Service
    Specifies the primary service that affects the problem or incident. The CIs of type Service have a class that is defined in the Enterprise Service Family field. The ticket stores the currently affected service information for reporting. You can enter a value directly or click on the magnifier icon to search for a CI.
  • Urgency
    Specifies the urgency of the record. The urgency is determined by the importance of the user tasks that are affected by the record. Urgency codes indicate the importance of a ticket based on the degree to which it affects user tasks. For example, a network outage is more urgent than a printer failure. Your system administrator can modify the default urgency codes, so they can vary from one installation to another. Urgency values can update automatically based on an active priority calculation.
  • Impact
    Specifies an impact code, such as 1 -- Entire Organization, that indicates how a ticket affects the work being performed. For example, a ticket that requires a network outage for several hours would have a higher impact than a ticket that takes a printer off-line. Your system administrator can modify the default impact codes, so they can vary from one installation to another.
  • Major Incident
    Specifies that the incident is major or significant. Because of its importance, changes to this value on a ticket generate an activity log entry.
    When you copy an incident, the value of this field is cleared. In addition, related tickets (child incidents) do not include the Major Incident value.
  • Configuration Item
    Specifies the hardware, software, or service that is affected by the record. Your system administrator creates a record that uniquely identifies each configuration item for your organization and indicates its precise location. You can enter a value directly or click on the magnifier icon to search for an item.
  • Problem
    Provides the number and name of the problem that is associated with this record. Enter the number or name of the problem directly into this field or click the search icon to search for the problem.
  • Symptom
    Specifies a code that describes a primary symptom of the incident. For example, Slow Response.
  • Resolution Code
    Indicates the action that the analyst had taken to resolve an incident or request. Resolution codes specify the general resolution of the ticket. For example, an Applied Patch resolution code indicates that the analyst used a software patch to address an incident.
  • Resolution Method
    an analyst implemented the resolution. For example, a Chat Session resolution method indicates that an analyst used a chat session to address an incident.
  • Call Back Date/Time
    Specifies the date and time to follow up on this record. You can enter the date and time, in the format 
    mm/dd/yyyy hh:mm am | pm
    , or click the calendar icon to open a calendar window where you can select the date and time for follow-up.
  • Change
    Specifies the number and name of the change order that is associated with this record. You can enter the number or name of the change order directly in this field. Or, click the search icon to search for the change order.
  • Caused by Change Order
    Specifies the change order number when the Incident ticket is the result of changes that are implemented from a change order.
  • External System Ticket
    Specifies an identification for a ticket that belongs to an external system that integrates with CA SDM. This field stores hyperlinks and displays functional links in read-only mode.
Summary Information Fields
  • Summary
    Provides a brief description of the record.
  • Spelling
    Checks the spelling of the text that you enter in the Summary field.
  • Search Knowledge
    Searches the CA SDM knowledge base to help resolve tickets. If you do not find any relevant knowledge base articles, you can submit your own knowledge base article after the ticket is resolved.
  • Total Activity Time
    Displays a running total of the overall amount of time that is spent on the ticket. This value is updated each time a change is made to the ticket record. You cannot edit this field.
  • Timer
    Tracks the incremental amount of the time spent working on various phases of ticket processing. The timer is reset to 00:00:00 each time you open the ticket record for updates. You cannot edit this field.
    The amount of time that is spent on each activity is shown on the Activities tab of the ticket record.
  • Description
    Describes the record in detail.
  • Created via
    Specifies the component reporting the record (Form Name: detail_in.htmpl) 
  • Ticket Open Date/Time
    Displays the date and time the ticket was opened.
  • Last Modified Date/Time
    Displays the date that this ticket was last modified.
  • Ticket Resolved Date/Time
    Displays the date and time the ticket was resolved.
  • Ticket Closed Date/Time
    Displays the date and time the ticket was closed.
  • Last Modified By
    Displays the name of the last person who edited the ticket.
Incident Tabs
The following tabs are available on the Create New Incident, Incident Detail, and Update Incident pages:
  • Activities:
    Displays a log of the activities performed to resolve the incident. For more information, see Ticket Management.
  • Event Log:
    Displays a record of significant actions that occur regarding the incident.
  • Verification Log: 
    Displays the change verification activity history for this Incident. The log shows details about the policy and actions taken during the change verification operations involved in this Incident. For example, this log identifies the policy, CI, and managed attribute values that caused a change specification to create the Incident.
 This tab only appears if a CACF policy created the Incident.
  • Attachments:
    Attaches a document or a link to a URL to the incident.
  • Service Type:
    Attaches a service type event to indicate the level of support for the ticket.
  • Workflow Tasks: 
    Lists the process instance and related audit trail messages for CA Process Automation or Classic Workflow that is associated with the ticket. The Workflow Tasks tab shows fields that apply to an attached workflow. The workflow may require some of the work items to complete before the ticket can close. The Workflow Tasks tab appears only if your administrator configured workflows for the ticket area or category. For more information, see Define a Category or Area topic.
  • Efficiency Tracking:
     You can specify criteria to track incidents. The information that you specify provides your organization with metrics about incidents for reports. For example, you can indicate that an incident was assigned incorrectly. When a large percentage of incorrectly assigned incidents appears in a report, your organization is aware that assignments must be adjusted. Efficiency tracking options appear only when the efficiency_tracking Options Manager option is installed. For more information about installing efficiency_tracking, see Incident Tracking. Complete the following fields as appropriate:
    • Resolvable at a Lower Level
      Flags incidents that are resolvable at a lower level.
    • Incorrectly Assigned
      Flags incidents that are assigned incorrectly.
    • Remote Control was Used
      Flags incidents in which remote control was used.
    • Action
      Sets or resets the Actual Date/Time to the current date and time.
    • Target
      Specifies the current Service Target. Service Targets measure whether the required service or repair is completed within the required time frame.
    • Target Date/Time
      Specifies date and time when this Service Target is due. If the ticket is in Hold status, this value is blank.
    • Actual Date/Time
      Specifies the time when the target condition was met. If no value appears, the target condition has not been met.
    • Time Left
      Specifies the amount of remaining time for the service target when the ticket is on hold. If the Service Target has been met, Time Left shows the unused time. A negative value indicates the amount of time that elapsed since the missed target date.
    • Violation Cost
      Specifies the incurred cost when the service type time limit is violated.
  • Parent / Child:
    Create a parent/child relationship between the incident and another CA SDM record.
  • Knowledge:
    Searches for or submits information to the knowledge base to help resolve incidents. The Federated Search capability helps you to get the knowledge search results from multiple sources. For example, Google, SharePoint, CA Open Space, and so on.
  • Solutions:
    Stores information about the incident solution with the incident record for future reference.
  • Properties:
    Adds custom properties to incident areas.
  • Outage:
    Specifies information about service outages for an incident. Complete the Service Outage fields as appropriate:
    • Start Time
      Specifies the start date and time for an outage period related to the subject of the incident ticket. This value, together with the End Time, lets you track incident outages with the tickets that are opened relative to the outage. You can click the calendar icon to open the Date Helper window to select a date.
    • End Time
      Specifies the end date and time for an outage period related to the subject of the incident ticket. This value, together with the Start Time, lets you track incident outages with the tickets that are opened relative to the outage. You can click the calendar icon to open the Date Helper window so you can select a date.
    • Type
      Specifies the type of outage, such as a network outage. You can use the predefined outage types or create outage types.
    • Return to Service
      Indicates that service was restored.
    • Percent of Service Restored
      Specifies the percentage of service that was restored.
  • Template:
     Allows you to create a Problem template using the current ticket as a model.
  • Support Automation:
    Displays the assistance session log and lets you invite the end user to an assistance session.
Incident Attachments
You can attach a document or a link to a URL to an incident to provide additional explanation or justification for the incident report.
Edit Attachment Details
You can edit the details of a document or URL that has been attached to a ticket.
To edit attachment details
  1. Select the desired ticket from the appropriate list page on the Scoreboard.
    The ticket's detail page appears.
  2. Select the Attachments tab, and click Attach Document.
    Any documents or URLs that have been attached to the ticket are listed.
  3. Right-click the attachment link and select Edit Details.
    The Edit Attachment page appears.
  4. Update the editable fields as desired and then click Save.
    The View Attachment page displays your edits.
  5. Click Close Window.
    Your edits appear on the Attachments tab of the ticket detail page.