Manage Incidents

Incidents represent events that do not form part of the standard operation of a service. The incident can potentially cause an interruption to or a reduction in the quality of that service. Incidents include hardware, software, service, and support requests. An IT service request is a type of incident from a user for support, delivery information, access, or documentation. cappm captures information about incidents and service requests from users. The application can then help you achieve the following goals:
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Incidents represent events that do not form part of the standard operation of a service. The incident can potentially cause an interruption to or a reduction in the quality of that service. Incidents include hardware, software, service, and support requests. An IT service request is a type of incident from a user for support, delivery information, access, or documentation. 
Clarity PPM
 captures information about incidents and service requests from users. The application can then help you achieve the following goals:
  • Assign the resources that are required to resolve the issue
  • Record the exchange of comments between analysts and users
  • Identify the resolution
  • Track the time that was spent
This information represents key operations and performance data for an IT department. Without incident management, users can experience unnecessary extended interruptions resulting in increased costs to the organization. IT organizations want to manage both the demand for services and supply of resources to fulfill incidents and other service requests. Management wants to satisfy the growing needs of its consumers, internal business units, vendors, partners, and other users.
Unplanned work includes incidents, ideas, or requests for enhancements that consume resources. The combination of unplanned work and planned project work represents the total IT demand. In addition to planned work, assess the cost of unplanned work resulting from incidents and monitor your resource utilization.
As an IT service manager or analyst, use 
Clarity PPM
 to capture, prioritize, manage, and resolve unplanned demand from incidents. Users can create incidents in 
Clarity PPM
, or through integrations with other systems that already capture help desk tickets, incidents, and service requests. The primary data source for incidents can be
Clarity PPM
 or another system.
If your organization uses an existing service management vendor, use the XML Open Gateway (XOG) to capture data in
Clarity PPM
. You can use the XOG to import incidents and any associated notes and effort. Once imported, the incidents are ready to be part of the demand management process.
As an information technology (IT) analyst or manager, use this article to manage IT demand in the form of incidents.
2
Create an Incident or Service Request
To report a new IT event, issue, or service request, create an incident.
Follow these steps:
  1. Open Home, and from Demand Management, click Incidents.
    : You can also create an incident when viewing an investment.
  2. Click New.
  3. Complete the fields in the General section:
    • Short Description
      Defines the name of the incident. Make the name short and descriptive.
    • Tracking ID
      Defines the tracking number for this incident. If auto-numbering is enabled, the field is read-only.
    • Detailed Description
      Defines the detailed description for the incident.
    • Type
      Indicates a type for this incident. Select Incident or Service Request from the drop-down.
    • Category
      Defines the classification for this incident and helps to trace costs for unplanned work. Click the Browse icon to select the incident category for this incident.
    • Urgency
      Defines how critical the incident is, based on business needs. Select one of the following: Low, Medium, and High.
      Default
      : Medium
    • Impact
      Defines the extent to which the incident leads to a distortion of expected service levels. Select one of the following from the drop-down: Low, Medium, and High.
      Default
      : Medium
    • Override Priority
      Indicates if the priority of the incident can be overridden. Incident priority is ranked by the Incident Priority matrix based on urgency and impact selections.
      This field is displayed only if you have the Incidents - Override Priority access right. Select the check box to override the priority of the incident.
    • Priority
      Defines the order of resolving incidents based on impact and urgency. If you do not have the Incidents - Override Priority access right, the priority is system-generated and read-only. Otherwise, first select the Override Priority check box and then select a priority from the drop-down: Low, Medium, and High. An incident priority helps IT managers determine the plan in resolving incidents.
      The priority of an incident is a function of its impact and urgency. As an administrator, configure the impact and urgency values
      for all incidents
      in the incident priority matrix. As an IT analyst, modify the priority
      for a single incident
      by altering the values in the Impact and Urgency fields. You can also adjust the impact and urgency values by altering the timing of the incident or by temporarily altering the affected hardware or software.
    • Start Date
      Indicates the date the IT worker is expected to start working on the incident.
      Verify that you have the
      Incident - Create/Edit
      access right to view this field.
    • Expected End Date
      Indicates the date the IT worker is expected to complete the work and mark the incident resolved.
    • Estimated Total Effort
      Defines the estimated total amount of effort to resolve the incident.
      Verify that you have the
      Incident - Create/Edit
      access right to view this field.
    • Verified Date
      Indicates the date the incident resolution is accepted and verified for closure.
    • Attachment
      Indicates if a file relating to the incident is attached. Click the Browse icon and attach the file. You can add up to ten file attachments.
  4. Complete the Primary Contact section:
    • Name
      Specifies the contact person for this incident. The default value is the resource who created the incident.
  5. Save the changes.
View a List of Incidents
Use this procedure to generate a list of incidents. You can view important details such as the description, category, status, urgency, and impact.
Follow these steps:
  1. Open Home and from Demand Management click Incidents.
  2. Select one of the following tabs:
    • Assigned to Me
      Displays the Incident List page with a list of incidents to which requestors or IT workers are assigned. If you are assigned an incident, the list also displays any incidents you report. Assigned to Me appears. Or, if you have the Incidents - Manage Category Incidents access right for at least one incident category.
      You can specify how you are notified of new incidents or of incidents assigned to you. These account settings are handled on the Account Settings: Notifications page.
    • Reported by Me
      Displays a list of incidents you report to requestors and IT managers, and any assigned to you.
    • Reported by Others
      Displays a list of incidents assigned to you, or reported by other resources. The list includes incidents mapped to incident categories to which you have access rights, either directly or by your association to a group. 
      The page appears if you have either the Incidents - Create/Edit - All access right, or the
       
      Incidents - Manage Category Incidents access right.
  3. Open an incident and choose one of the following tabs:
    • Associations
      Use the incident associations page to view a list of the projects and project tasks that are associated with the incident. An association to the incident occurs any time you create a project or project task for the incident.
    • Effort
      View a list of the resource effort on timesheets to resolve this incident.
    • Notes
      Add notes to your incident or view a list of notes posted to your incident.
    • Processes
      To automate certain elements of demand management, you can create and run processes. For example, create a process that notifies the incident manager when the incident status changes to 
      Resolved
      . You can also define a process to set the incident urgency to 
      High 
      and to implement the resolution. Your administrator can define global processes or target processes that are designed to work on a specific type of incident. You can create and run processes on incidents.
    • Audit (Optional)
      This tab provides a way to track the history of specific activities that occur for an incident. Your administrator determines which fields are audited and what information is stored in the audit trail. If Audit Trail is enabled and you have the appropriate access rights, the Audit tab appears. Use this page to view a log of change, addition, or deletion records for audit fields. 
      You can view all the previous and new values, the user who changed them, and the modification date.
View a List of Notifications About Incidents
As an IT analyst, you can receive notifications when an IT manager assigns you work on an incident. The method of receiving notifications depends on the assigned user personal notification settings.
Follow these steps:
  1. Open Home, and from Personal, click Organizer.
    The Action Items portlet appears with other portlets.
  2. Click Notifications.
  3. In the Show field, select Incidents.
    The number of incident notifications appears.
  4. Click the Incidents link.
    The notifications page appears.
Update the Status of an Incident
Users and processes can change the status of a new incident over time. Use the following procedure to view and to edit the status of an incident.
Follow these steps:
  1. Open Home, and from Demand Management, click Incidents. 
  2. Click the incident short description to open the incident.
  3. Select a value in the Status field:
    • New
      The incident is new and has not been reviewed and resolved.
    • Assigned
      The incident is open and a resource is assigned (Assigned To field).
    • Work In Progress
      The incident is open and the IT worker is working on the incident.
    • Escalated
      The incident is open but requires a higher-level authority to invest resources.
    • On Hold
      The incident is open; however, the IT worker is waiting for information to resolve the incident.
    • Resolved
      The incident is no longer open. The IT worker cannot reproduce the incident and the requestor did not supply adequate information, or lost contact with the service desk. Or, the incident is closed but is pending verification from the requestor. If the Assign Incidents process is active and running, setting the status of an incident to 
      Resolved
      , triggers a notification. The notification asks the requestor to verify and confirm the resolution.
    • Closed
      The incident is no longer open. The requestor is satisfied with the resolution of the incident. Incidents that are imported into 
      Clarity PPM
       through the XML Open Gateway also have a 
      Closed 
      status.
  4. Click Save.
Assign Resources to Incidents
Verify that all incidents are assigned to a resource. When you assign an incident, a notification is sent to the assigned user. The method of receiving notifications depends on the assigned user personal notification settings.
Follow these steps:
  1. Open 
    Home
    , and from 
    Demand Management
    , click 
    Incidents
    .
  2. Click the incident short description.
  3. Click the Browse icon in the
    Assigned To
    field.
  4. Enter filter criteria and click 
    Filter 
    or click 
    Show All
    .
  5. Select a resource and click 
    Add
    .
    The selected resource is assigned to the incident.
  6. Save the changes.
  7. To reassign, perform these steps again and select a different resource or continue to the next step.
  8. Select the check box next to the incident you want to reassign. You can reassign incidents that are unresolved to another IT resource.
  9. Click Reassign.
  10. Enter filter criteria and click 
    Filter 
    or click 
    Show All
    .
  11. Select a resource and click Reassign.
  12. On the confirmation page, click Reassign.
Add Notes to Incidents
Use the incident notes page to view or to add private and public notes. Notes record additional information about an incident. All the notes appear in chronological order. You can sort the list of notes and can add more notes.
All incident notes are public by default and viewable to the requestor and to the IT worker. Once a note is saved, it becomes read-only and cannot be modified or deleted. A timestamp and the name of the resource who added the note is stored with the note.
Follow these steps:
  1. Open Home, and from Demand Management, click Incidents.
  2. Click the incident short description to open the incident.
  3. Click the Notes tab and enter a subject and description.
  4. Select the Internal check box to make this note private and viewable only to the IT worker adding the note. When the requestor or other IT staff members view notes, they only see public notes.
  5. Click 
    Add
    The new note appears in the list.
  6. Click the note subject to open the note. Click Return to close the note.
  7. Click a column header to sort the list.
  8. Click Return.
Enter the Time Spent Resolving Incidents
You can enter the time spent working on incidents from the incident or from your timesheet.
  • Use the incident effort page to display a chronological list of the timesheet entries you recorded for this incident. The incident effort is used to calculate costs for unplanned work.
  • Link directly to your timesheet to record the time you spend working on any of your assigned incidents.
You can post time entries either for the incident only or for both the incident and the associated investment. To post the incident actuals to the investment, you must be a team member on the investment. If the investment is financially enabled, you can post the incident actuals to the investment financials.
Follow these steps:
  1. Open Home, and from Demand Management, click Incidents.
  2. Click the incident short description to open the incident.
  3. Click the
    Effort
    tab. You can also click the
    Enter Time
    button. The result is the same. 
  4. On the
    Effort
    tab, click
    Enter Time
    .
    The
    Select Investment and Time Period
    page appears.
  5. Complete the following fields:
    • Investment
      Specifies the investment to charge for the resulting cost. The investments that you can select are based on the following criteria:
      • The associated incident category of the incident.
      • The incidents to which you have access rights for incident tracking.
    • Time Period
      Select an open timesheet period from the drop-down.
  6. Click
    Next
    .
    The selected timesheet opens.
  7. Log the time that you spent working on the incident on your timesheet.
  8. Click
    Save
    .
    The time that you entered in the timesheet is now associated with the incident and investment. After all timesheets are approved and posted, the application calculates the costs for this incident based on the rate matrix associated with the investment. 
: The
Enter Time
button may not be available for the following reasons:
  • The category assigned to the incident is not assigned to any investments.
  • The user (resource) does not have access rights to the incident, investment, or timesheet.
  • The user (resource) does not have any available or open timesheets.
Convert Unplanned Incidents to Planned Projects or Tasks
Incident scope can reach a point that requires management with your existing investments or pipeline. The IT worker that is assigned to the incident flags the incident for conversion and assigns it to a project manager. Depending on the personal notification settings of the project manager, a notification to convert the incident to a project or task is sent. As a project manager, convert the unplanned incident or work request into a planned project or project task. 
Follow these steps:
  1. Open Home, and from Demand Management, click Incidents.
  2. Click the incident short description to open the incident.
  3. Select the Flagged for Conversion check box.
  4. Select a project manager in the Assigned Project Manager field.
  5. Save the changes. You can close the incident.
  6. As the project manager who is assigned to the incident, convert the incident to a project or task. Separate procedures are included in this article.
  7. Track projects and tasks that are associated with the incident. After you convert an incident, use the Incident Associations page.
Convert Incidents into Projects
If you get a notification from an IT worker to convert an incident to a project task, use the notification to link to the incident. How you are notified depends on your personal notification settings.
Follow these steps:
  1. Open Home, and from Demand Management, click Incidents.
  2. Click Assigned To Me.
  3. Select the check box next to the incident, and click Convert to Project. 
    The select conversion type page appears.
  4. To convert the incident into a new project, select Project.
  5. (Optional) You can convert the incident into a new project that is based on a project template. Select Project from Template and click Next. Select a project template.
  6. Click Next.
    The create page appears. Details from the incident page (project, manager, start, and finish dates) are replicated on the project page.
  7. Complete the remaining fields on the page. For more information, see 
    Project Management
    .
  8. Save the changes.
If more work is required to resolve the original incident, the IT project staff can reopen the incident.
Convert Incidents into Project Tasks
If you receive a notification to convert an incident into a project task, use the action item to link to the incident. Each new project task is added to the bottom of the WBS in the project.
Only the project manager assigned to the incident can convert it into a project task. A task can only be associated with an existing and active project. You can convert only one incident at a time.
Follow these steps:
  1. Open Home, and from Demand Management, click Incidents.
  2. Click Assigned To Me.
  3. Select the check box next to the incident, and click Convert to Task. 
    The select project page appears.
  4. Select a project.
  5. Click Add. 
    Details from the incident page (project, manager, start date, and finish date) are replicated on the Create Task page.
  6. Complete the remaining fields on the page. For more information, see
    Project Management
    .
  7. Save the changes.
    If more work is required to resolve the original incident, the IT project staff can reopen the incident.
How Incident Data Converts to Project or Task Data
When you convert an incident to a project or a project task, some data is carried forward from the incident. The following table traces the conversion of data:
Incident Data Field
Project Data Field
Project Task Field
Short Description
Project Name
Name
Tracking ID
Project ID
ID
Status
Status (Unapproved)
Status (Not Started)
Detailed Description
Description
N/A
Assigned Project Manager
Manager
N/A
Start date
Start Date
Start (date)
Expected End date
Finish Date
Finish (date)
The following exceptions apply:
  • Effort data is not carried forward to the project or project task during conversion. The time that you spend and enter for the incident does not get carried forward when the incident is converted. The incident effort and the new project or task effort represent separate activities and are time-tracked separately.
  • Any custom attributes on the Incident object do not convert to identical custom attributes on the project or task.
  • If the contact or assigned resource is not a team member of the project, data does not carry forward.
  • A link limitation exists after you convert an incident into a project or project task. You cannot link back to the incident from the project or project task. A link exists only from the incident to the converted project or project task.
Automate Incident Processes
You can create automated incident processes and can track their progress. As a process administrator, activate the Assign Incidents process to manage the assignment, review, and completion of incidents. When a user logs a new incident, the process starts automatically. You can customize the process with your own business rules.
Follow these steps:
  1. Open Home, and from Demand Management, click Incidents.
  2. Click the incident short description.
  3. Click Processes.
  4. Click the Processes tab again and select one of the following menu options:
    • Click 
      Available 
      to view processes that are already created for the incident.
    • Click 
      Initiated 
      to view processes that have already started.
  5. Select the check box for an available process and click Start to initiate it.
    An instance of the Assign Incidents process is created automatically each time an incident is submitted for approval.
  6. When the IT analyst fixes the issue, open the incident and change the status to 
    Resolved
    .
    : Setting the status of an incident to 
    Resolved 
    when the Assign Incidents process is active and running triggers a notification. The notification asks the requestor to verify and confirm the resolution.
  7. Enter a date in the Resolved Date field.
  8. When the original requestor has accepted the resolution for the incident, change the status of the incident to 
    Closed
    .
    Setting the status of an incident to
    Closed
    when the Assign Incidents process is active and running triggers a notification. The notification informs the requestor that the incident is closed. The automated process does not change the status of an incident to
    Closed
    .
  9. The Assign Incident process ends when the 
    Resolution Verification
     step is complete and the incident is resolved.
The Assign Incidents Process
The Assign Incidents process includes the following steps:
  • Assign IT Worker
    This step is triggered when an incident is first logged. This step triggers the Assign Incidents job. When the job ends, this step sends an action item to the IT worker to review their assigned incident. Once this step is complete, the Acquire Incident step starts.
  • Acquire Incident
    This step is triggered when either the Assign IT Worker or the Incident Not Resolved step is complete. This step sends an action item to the IT worker to review and accept the newly assigned incident. During the IT worker review of the action item, the IT worker can either accept or reject the assignment. If the assignment is rejected, the Incident Escalated step starts. If the assignment is accepted, the Work On Incident step starts.
  • Work On Incident
    This step is triggered when the Acquire Incident step is complete. This step sends an action item to the IT worker to work on the new assignment. The IT worker then works on the incident and then marks the action item as done. Once marked as done, the Record Effort step starts.
  • Record Effort
    This step is triggered when the Work On Incident step is complete. This step sends an action item to the IT worker to record the effort that is spent on the incident. The IT worker then records the effort and marks the action item as done. Once marked as done, the Resolution Verification step starts.
  • Resolution Verification
    This step is triggered when the Record Effort step is complete. This step sends an action item to the requestor to verify and confirm that the incident has been satisfactorily resolved. During their review of the action item, the requestor can either approve or reject the resolution. If the resolution is approved, the process ends. If the resolution is rejected, the Incident Escalated step starts.
  • Incident Escalated
    This step is triggered when either the Acquire Incident or the Resolution Verification step is complete. This step changes the status of the incident to 
    Escalated
    . Once this step is complete, the Incident Not Resolved step starts.
  • Incident Not Resolved
    This step is triggered when the Incident Escalated step is complete. This step sends a notification to the IT manager that the incident has not been resolved and to review and reassign the incident. When the IT manager marks the action item as done, the Acquire Incident step starts.
With sufficient access rights, your administrator or manager can share, save, or copy this process for you to view how it appears at your organization with any customization applied. See
Configure Processes - Process Flow Diagrams
under
Administration
.
Delete Time Entries for Incidents Associated With Deleted Investments
Beginning in CA PPM 15.5.1, you can run the Delete Investments job to remove investments and their associated time entries. For incidents tied to investments, the job does not delete the original incident. The job deletes only the reference between the incident and an associated investment and deletes the investment and incident time entries.
The following steps demonstrate how you can achieve your goals for the removal of associated investments and time entries:
  1. Create an incident in Classic PPM:
    1. Click
      Home
      ,
      Demand Management
      ,
      Incidents
      .
    2. Click new, enter required fields, and click
      Save
      .
    3. In the
      Investment
      field, select an investment such as an application.
    4. In the
      Assigned To
      field, search for a resource by name. For example, you want to assign this incident to Ian Conner.
  2. Assign a resource to the application associated with the incident:
    1. Click
      Home
      ,
      Portfolio Management
      ,
      Applications
      .
    2. Open the same application you selected for the incident.
    3. On the
      Team
      tab, click
      Add
      , and select Ian Conner. 
  3. Enter time for the resource working on the incident:
    1. Ian Conner opens his timesheet in Classic PPM, the New UX, or the mobile app. Time entries for tasks are supported by all three timesheet environments; however, incident time is only supported in Classic PPM timesheets.
    2. Ian can add work and report his time. For example, in the current time reporting period, he adds work for the incident, application, or both. In Classic PPM, Ian clicks
      Add Incident
      or
      Add Task
      and selects the application task and enters his time.
    3. His manager approves the timesheet and the application posts actuals. To confirm, open the application. Incident and application (investment) actuals appear on the
      Team
      page.
  4. Now (it might be years later), you want to delete the investment:
    1. Set the system option to delete investments with actuals. Click
      Administration
      ,
      Project Management
      ,
      Settings
      and select
      Allow Marked Investments with Timesheet and Transaction Data to be Deleted
      .
    2. Open the investment
      Properties
      ,
      Settings
      page and set
      Financial Status
      to
      closed
      .
    3. Clear the
      Active
      check box and click
      Save and Return
      .
    4. Mark the application for deletion. Click
      Show All
      to see the inactive application. Select that same application and click
      Mark for Deletion
      . If you see 
      PRJ-07532: One or more of the projects selected cannot be deleted because there are submitted time sheets that contain entries for the selected project
      , it means you forgot to check the system option.
    5. Run the Delete Investment job. The application is removed and all time entries are removed, even from posted timesheets.