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Introduction

This article explains how to configure the reference data related to Incidents.

1. Go to "Tools > Reference Data Management..."
2. Open the section Incidents

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Categories / Sub-categories

See article Categories / sub-categories.

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Templates

The use of incident templates is beneficial to accelerate related or frequent incidents entry. Furthermore, at the activation of the self-service Web portal, certain incident templates can be visible to users, which allows them to submit their incident via Web.

We recommend a nomenclature so that the identification of visible incident types on the Web is intuitive to the user: by starting the template name with the word "Problem", all incidents will be grouped together(example: Problem with my computer, Problem with a printer, etc.). The basic Octopus configuration is build that way..

Ingenious development of a custom form will allow obtaining relevant information from the user about the incident.

See the articles Incident templates and Custom forms creation for more details.

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Impacts, Priorities and Urgencies

See article Changing the priorities.

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Reasons for canceling

Since it is not allowed to erase an incident/SR in the system, you must cancel it. Octopus is going to ask you a reason. The reasons for canceling could be because of a duplicate, a user error or simply because of a test you made. You can modify the default reasons ou also add new ones. Canceled incidents will not be counted in the statistics.

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Reasons for pending

Putting a request on pending status will not stop the timer. When this state is used, you must specify the reason. It is used when one wants to indicate that the incident is awaiting the intervention of a third party that has an impact on the resolution steps. The different reasons could be: parts on hold, repair, external labor for on site repair, etc.

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Reasons for suspension

The suspension of an incident stops the timer; this feature is used when the resolution time of an incident is compromised and the situation is outside the control of the IT organization. For example, the reasons for suspension of an incident may be because the user is on vacation, we expect a return call, etc.

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Incident sources

The source of incidents indicates from where came the incident (by phone, email, web, etc.). By default, the source is phone. If you use the self-service Web module, the source of incidents will become "Web" and if you have configured the email integration module, the default source will then become "Email". Other sources are: voice mail, in person, system; these must be changed manually.

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Activity types

See article How to create activity types.