EditIntroduction
During an incident, we aim to implement a solution (temporary or permanent) as soon as possible to bring back the user to normal activities. This is referred to as "Service Recovery".
Recovery of a service can be the resolution of an incident at the same time. What happens if we are not finished with the incident and that there are actions to be completed before it is considered completely resolved?
Example:
A printer is reported faulty; the temporary solution is to redirect the user to another printer while we work on the original one. The service may be restored (the user can print), but the IT organization still has activities to complete to bring the printer back in production.
Octopus doesn't have a status for service recovery, but it is easy to apply the concept.
EditRequirements
To make sure that the proposed solution works, you must ensure that the Octopus users working in such incidents have the following permissions:
- Assign an incident
- Modify the status of an incident assigned to another group
EditSolution
1. In
Tools \ Reference Data Management \ Incident \ Reasons for suspension, create a reason for suspension "Service recovered".
Important note: Suspending the incident will stop the counters (the service is restored) and the time taken to repair the printer will have no impact on the incident resolution target.
2. Specifically, proceed as follows:
a) Assign the incident to the group / assignee that will carry with the repair - do not save the incident.
b) Click on the action "Suspend" and select the reason "Service Restored". You can:
♦ Put the activity visible on the self-service Web application;
♦ Send the activity by email to the user / requester;
♦ Write additional information in "Note";
♦ Create a reminder.
The incident will be assigned and will remain suspended.
2. The assignee will proceed with the necessary repair activities
(do not forget that if he takes the incident in charge, he will have to put back the suspension to stop the counters).
When the printer is back in production, the incident is resolved, and the email confirming the resolution is sent to the user.
EditPersonalized List
We suggest an example of a personalized list that will allow you to follow those specific incident types (see article
List customization for more details on this feature).
- Do an advanced search from the "Incidents / SR" module
- In General tab, select "Technical Support" group, "Incident" type and "Suspended" status
- In Advanced tab, add the field "Reason for suspension" equal to "Restored Service"
- Save and name the list "Restored Services". You can put it public or keep it private.