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Service Manager 9.2 Incident management overview

Service Manager 9.2 Incident management overview. August, 2011. Incident Screen – Open Incident. Start by Clicking on Open New Incident in the Incident Management Navigation menu. Default CIs to “operational” CIs required on all incidents

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Service Manager 9.2 Incident management overview

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  1. Service Manager 9.2 Overview Service Manager 9.2Incident management overview August, 2011

  2. Incident Screen – Open Incident Start by Clicking on Open New Incident in the Incident Management Navigation menu. Default CIs to “operational” CIs required on all incidents On “stand-alone” incidents, the contact is the user that opened the ticket Incidents are the result of Interactions (formerly “Calls” in Service Center) being escalated. SM Incident Management Training

  3. Incident Screen – Update Incident Added “Resolution Time” and “Method of Service – required on closure Status moves to “reassigned” if assignment group changed SM Incident Management Training

  4. Incident Screen – Key Sections Contact Information tab shows pertinent information of the Primary Contact of the first related interaction Activities section shows journal updates and updated audit fields SM Incident Management Training

  5. Updating an Existing Incident Select an existing IM ticket • Either perform a search for a specific IM or select one from the queue. • Make applicable updates such as assigning the ticket to an individual adding comments, attachments, or any other pertinent information. • List of members of the current assignment group SM Incident Management Training

  6. Updating an Existing Incident (cont’d) • Note that a journal of all updates is created • Check this box if you want updates visible to customer • Updates can be filtered by update type • When updating history, select an update type SM Incident Management Training

  7. Closing an Incident Select an existing IM ticket • Either perform a search for a specific IM or select one from the queue. • Click “Close Incident” button. • Enter Resolution Time (the total amount of time spent working the ticket in .25 hr increments) • Enter the Method of Service • Enter the Solution • Click Save. SM Incident Management Training

  8. Access • Access SM at: • https://srvmgr.johnshopkins.edu/sm/index.do • Supported Browsers: • Internet Explorer 7 & 8 • Firefox 3 & 3.5 (Windows and Mac)

  9. Summary Points • Incident: the result of Interactions (formerly “Calls” in Service Center) being escalated. • Visible to Customer: Within the Incident screen, Agents have the ability to choose whether or not selected Journal entries can be seen by the Customer. • “Resolution Time” and “Method of Service – are required fields when closing an Incident. Service Manager 9.2 - Service Desk

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