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The system is set up to make it easy to generate and relate Incidents, Problems, and Changes, and to quickly and automatically propagate workarounds from problems into all related Incidents.
Use Case
Incidents may be created by internal customers through the web portal or via email, or by a technician taking a telephone call from a customer. They may also be created by network monitoring systems configured to send problem reports to the system through one of the standard APIs. A field in the Incident form specifies the reporting source, such as email, web, or phone. A technician may also convert a Service Request to a new Incident via an action button in the SR form if a customer submitted a Service Request when they should really have submitted an Incident. See Details of Incident Rules in the Appendix for more details.
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Technician users may easily report the time they spend on handling Incidents. There are two fields and an action button for this purpose–Time Spent, Time Description, and Add Time–on the Working Notes tab of the layout. Entering values there will automatically create a new time entry record when the Add Time button is clicked. The time entry will show the work done by the technician and the current date.
All the time entries for a request can be seen on the Time tab as well. If a technician needs to report time that was spent on a different day or by a different user, they may click the New button on the Time spent table to submit a time entry directly and change the date or "Done by" field. All time entered is totaled in the All Time Spent field, which can be used in reporting or billing.
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