Incident Management

Incident Management GuideContents

.........................................................................................................................................................Overview 2

........................................................................................................................................................Logging In 2

..................................................................................................................................Opening a New Incident 3

....................................................................................................................................Field Requirements 3.................................................................................................................................Support@Duke Fields 4

........................................................................................................................CompleCng the Incident Form 4

..........................................................................................................................................................Caller 4............................................................................................................Impact LocaCon and Impact Phone 6

.........................................................................................................................Category and Subcategory 6.....................................................................................................................................ConfiguraCon Item 6

....................................................................................................................Impact, Urgency, and Priority 6................................................................................................................Contact Type and Incident State 7

...........................................................................................Assignment Group and Individual Assignment 7...................................................................................................................................................Watch List 7.....................................................................................................................................................QuanCty 7

........................................................................................................................................Short DescripCon 7......................................................................................................AddiConal Comments and Work Notes 7

...............................................................................................................................................ARachments 8........................................................................................................................................................Submit 8

........................................................................................................SensiCve Electronic InformaCon (SEI) 8..............................................................................................................................................Using Templates 8

......................................................................................................................................................EscalaCons 8

...................................................................................................................................Working on an Incident 9

.....................................................................................Viewing Incidents Assigned to You or Your Group 9..............................................................................................................Assigning the Incident to Yourself 9

..................................................................................................................Sending Updates to Customers 9..........................................................................................................................................Viewing AcCvity 9.......................................................................................................................................Resolving Incidents 10

...................................................................................................CreaCng a Knowledge Base Submission 10.................................................................................................................................Searching for Incidents 10

....................................................................................................................................AddiConal Resources 10

...........................................................................................Appendix A: Common ConfiguraCon Items (CIs) 11

................................................................................................................................Appendix B: EscalaCons 12

OverviewServiceNow has been selected to replace Duke’s Remedy incident and knowledge management systems; the Duke-‐branded tool is Support@Duke. IT support users (former Remedy users) have an ITIL User role in Support@Duke. This role provides access to the modules currently configured in Support@Duke. At go live, incident management, the knowledge base, and self-‐service will be configured. This guide is wriRen for ITIL Users, and describes how to create, update, and resolve Cckets (incidents) in Support@Duke.

Logging InAny Duke employee with a Duke NetID can access Support@Duke. To log in, do the following:

1. From a Web browser, visit hRps://duke.service-‐now.com. The Duke Sign In screen appears.

2. In the NetID box, type your Duke NetID.

3. In the Password box, type your NetID password.

4. Click Enter. The Support@Duke home page appears.

Notes: In the Switch to page list (upper right), select another page to view.

Many funcCons within Support@Duke uClize a right-‐click. Users of Mac trackpads may need to use a two-‐finger click to perform a right-‐click.

Incident Management Guide 2

https://duke.service-now.com Log in with your Duke NetID from any browser on any device.

https://duke.service-now.com




Opening a New Incident To open a new incident (Ccket), from the leg navigaCon (referred to as the Applica>on Navigator), under Service Desk, click Create New Incident. A new Incident screen appears.

To familiarize yourself with the screen, read the secCons below.

Field RequirementsColored field labels differenCate field requirements:

• Orange (Gold) – Read only (not editable), for example, Number• Red – Required, for example, Caller• Light Red (Pink) – Required field that has a saved value, for example, Impact• Green – A field that has been modified but not saved





Support@Duke FieldsUse the table below to compare how Support@Duke fields on the incident screen relate to Remedy fields.

Support@Duke Remedy

Number Case IDCaller NameImpact Location -‐ Category Case TypeSubcategory ItemCon:iguration Item TypeImpact -‐ Urgency -‐ Priority PriorityOpened Create TimeCreation Group Group Submitted byOpened by Submitted byContact type SourceIncident state StatusAssignment group Assignment GroupAssigned to Assignment IndividualWatch list -‐ Work notes list -‐ Knowledge -‐ Short description SummaryAdditional Comments

Description

Work notes Work Log

Completing the Incident Form Follow the instrucCons provided below to complete the new incident form.

Note: Support@Duke’s “type-‐ahead” funcConality can ogen be used within a field to display a list of opCons.

CallerIn the Caller field, type the caller’s Duke NetID, or part of his/her first or last name. Matching results are displayed in a list; select the desired result.





To view the caller’s user record, hover your mouse over the User icon .





Impact Loca>on and Impact PhoneThe Impact Loca>on reflects the place where the customer is experiencing service interrupCon or requesCng assistance; this may differ from their office, residence or work locaCon. Begin typing in the field to present a list of matching opCons, or click the magnifying glass to view a complete list.

The Impact Phone should reflect the best telephone number at which to reach the caller about the incident. Edit as needed.

Category and SubcategoryUse the Category and Subcategory lists to classify the incident. Valid categories are:

• Service Interrup>on -‐ The caller is unable to access a service• Service Request – The caller is requesCng services be provided, changed or

removed for them• Informa>on Request – The caller is requesCng general informaCon• How to – The caller needs instrucCons or help with a service

If Service Interrup>on or Service Request is selected, a Subcategory is required.

Configura>on ItemConfiguraCon Items (CIs) are specific applicaCons or tools. In the Configura>on item field, begin typing to present a list of matching opCons, or click the magnifying glass to view a complete list. Select the CI appropriate to the caller’s incident. For a list of common CIs, see Appendix A.

Impact, Urgency, and PrioritySupport@Duke uses three metrics for determining the order in which incidents are processed.

• Impact – An incident’s effect on the business • Urgency – The extent to which the incident's resoluCon can bear delay• Priority -‐ How quickly the service desk should address the incident

Possible values for Priority are:• 1 – CriCcal• 2 – High• 3 – Moderate• 4 -‐ Low





Priority is determined by Urgency and Impact according to the table below.

UrgencyUrgencyUrgencyImpact 1 -‐ High 2-‐ Medium 3 -‐ LowWidespread 1 -‐ CriCcal 2 -‐ High 3 -‐ ModerateWorkgroup 2 -‐ High 3 -‐ Moderate 4 -‐ LowIndividual 3 -‐ Moderate 4 -‐ Low 4 -‐ Low

You may change an incident’s Priority. When you do so, an explanatory note must be entered in the Work notes field.

Contact Type and Incident StateIn the Contact type list, select from the available opCons: Chat, Email, Event, Phone, Self-‐service, Voicemail and Walk-‐in.

The Incident state for a new incident is always New. AddiConal opCons include AcDve (equates to Remedy’s Work in Progress), Transferred, AwaiDng Problem, AwaiDng User Info, AwaiDng Evidence, Resolved and Closed. If you assign a Ccket to another group, change the Incident state to New. Resolved incidents become Closed ager 10 days of inacCvity.

Assignment Group and Individual AssignmentThe Assignment Group is required. If you are not sure what group to assign the incident to, but you know the individual to whom you wish to assign it, click in the Assigned to field and type the individual’s name. The Assignment Group field will display the groups of which the individual is a member; select the desired group. Unless an individual is expecCng an incident, only assign it to a group.

Watch ListYou may “watch” an incident so that you receive an email noCficaCon when it is updated. To add yourself to the Watch List, click Add me .

Quan>tyThe Quan>ty default is 1. If the incident relates to performing the same work on mulCple items, change the quanCty accordingly. For example, you may have a request to configure three new Windows laptops. You may use one incident to track all three.

Short Descrip>on Type a brief descripCon of the issue in the Short descrip>on field. For a list of suggesCons, click SuggesDon .

To search the knowledge base for an arCcle related to the short descripCon, click Search knowledge . In the Knowledge search results window, select a result. To aRach the arCcle to the incident, click AVach to Incident. The arCcle will appear under Ac>vity.

Addi>onal Comments and Work Notes





Type any comments you wish the customer to see in the Addi>onal comments field. In the Work notes field, include complete details about the incident, along with all troubleshooCng steps you may have taken. Work notes are only visible to ITIL Users.

AVachmentsYou may add an aRachment to an incident by clicking the paperclip in the upper right. In the AVachments window, browse and select the desired aRachment, then click AVach. Close the AVachments window.

SubmitTo save the incident, click Submit (upper right). A list of all incidents will display. To create a new incident, click New.

Sensi>ve Electronic Informa>on (SEI)SensiCve informaCon (SEI) in Support@Duke is handled in much the same way as it was in Remedy. SEI includes paCent data, credit card numbers, non-‐directory student or employee informaCon, and any other restricted data. Before you can add sensiCve informaCon to an incident, you must first save it (Submit). To add SEI to an incident, click the Sensi>ve Electronic Informa>on tab. The informaCon you enter is only visible to the Crea>on Group and Assignment Group. If you are not on the Duke network, you will not be able to view sensiCve informaCon; use the VPN to gain access.

Important! Do not enter SensiCve Electronic InformaCon into any other field in the system.

Using TemplatesSupport@Duke supports the use of templates for incidents, allowing you to quickly create incidents for issues that you frequently encounter. To view available templates for your group, in a new incident window, right-‐click on the incident banner and select Templates > Apply Templates. A list of templates for your group will display; select the desired template.

You may also create templates for your own use. To create a new template, do the following:

1. Right-‐click on the incident banner and select Templates > Edit Templates.

2. In the Templates window, click New.

3. In the Name field, type a name for the template.

4. In the Short descrip>on field, type a descripCon.

5. Click the Choose Field list to select the desired fields. Repeat this step unCl you have all the fields you need.

6. Click Submit.

Escalations





The escalaCon process in Support@Duke is very similar to Remedy’s; see Appendix B. There are four main differences:

• EscalaCons and noCficaCons to management only occur when the Incident state is New. When reassigning an incident to another group, set Incident state back to New.

• To stop escalaCons, change the Incident state to Ac>ve. • Whenever the Incident state or Priority is updated, an entry in the Work notes

field is required.• You can assign a Ccket to yourself by typing your name in the Assigned to field.

Working on an IncidentThe following secCons provide detail on how to manage Cckets that are assigned to you or your group.

Viewing Incidents Assigned to You or Your GroupTo view incidents assigned to you, from the ApplicaCon Navigator, under Service Desk, click My Work. To view incidents assigned to your group, click My Groups’ Work. In the list of displayed incidents, click the incident number to display the incident’s details.

Assigning the Incident to YourselfIf you wish to accept responsibility for managing an incident, change the Incident state to Ac>ve and in the Assigned to field, enter your name. Save the Ccket by clicking Submit.

Sending Updates to CustomersThere are two ways to send informaCon to a customer regarding their incident:

• Compose an email. In the banner, click the envelope . An email window opens. You may include addiConal email addresses and aRach a file, if desired.

• On the Notes tab, use the Addi>onal comments field. Unlike the Work notes, this field is visible to the customer. When the incident is updated, any informaCon entered in Addi>onal comments will be sent via email to the caller. Use this field to keep the caller informed about progress on the incident.

Viewing Ac>vityNear the boRom of an incident window, all acCvity related to it is displayed. You can filter the acCvity so that you view only the acCvity you wish to see. Beside Ac>vity, click >>. Click to clear any checkboxes related to acCvity you do not wish to view.





Resolving IncidentsWhen you change an Incident state to Resolved, the Closure Informa>on tab indicates red (required). In order to resolve the incident, the Resolu>on CI, Close code, and Close notes fields must be completed. Details on these fields are provided below.

• Resolu>on CI – Should reflect the ConfiguraCon Item that was idenCfied as the problem. This may not match the incident’s original ConfiguraCon Item.

• Close code – From the list provided, select the most appropriate reason for the closure.

• Close notes – Indicate the steps that were taken to resolve the incident.

Crea>ng a Knowledge Base SubmissionYou can suggest that a knowledge base arCcle be created from an incident. On the Closure Informa>on tab, click the Knowledge checkbox. This will generate a drag (Proposed Ar>cle) in the knowledge base, which an ITIL User with the Knowledge Publish role may then review. For more informaCon, refer to the Knowledge Base Guide.

Searching for IncidentsThere are mulCple ways to search for incidents in Support@Duke. Two of them are described below:

• In the leg navigaCon, under Service Desk, select Incidents. All incidents in the system will be displayed. You may sort the results by any column (right-‐click).

• To narrow the search, in the Go to list (in the Incidents list header), select the desired field. In the blank box, enter the search value and press Enter (or select the magnifying glass to display a list of possible values).

Note: To search for a value that appears anywhere in an incident, precede the search term with an asterisk.

Additional ResourcesFor more informaCon about incidents, visit the ServiceNow Wiki at hRp://wiki.service-‐now.com/index.php?Ctle=ITIL_Incident_Management.

For more informaCon about Support@Duke, visit hRp://sites.duke.edu/supportatduke.



http://wiki.service-now.com/index.php?title=ITIL_Incident_Management




http://sites.duke.edu/supportatduke

http://sites.duke.edu/supportatduke



Appendix A: Common Configuration Items (CIs)The following list of CIs is provided as a quick reference to common CIs you can associate with an incident.

Adobe Acrobat ProfessionalAdobe Acrobat ReaderAdobe BreezeAdobe Cold FusionAdobe CreaCve SuiteAdobe Flash PlayerAdobe Flash ProfessionalAdobe FlexAdobe PhotoshopAdobe Shockwave PlayerAir Card/Mobile HotspotAIXAndroid PhoneAudio-‐VisualBlackBerryCash Register/Point of SaleCellularCitrixCordless PhoneDatabaseDB2Desktop PublishingDirectory InformaConDreamWeaverDrupalDuke GuestEmail/Internet KiosksEntourageeReader (Kindle, Nook, etc)FaxFileMaker ProFirefoxFTP/SFTPHelp PhoneInternet ExploreriPadiPhone

iPodISDN PhoneJabber client (iChat, Adium, etc.)Java Virtual MachineLinuxLong Distance CodeMacMac MailMac OS XMcAfee VirusScan ConsoleMicrosog AccessMicrosog Developer StudioMicrosog ExcelMicrosog OfficeMicrosog PowerPointMicrosog ProjectMicrosog PublisherMicrosog VisioMicrosog WordMobile Laptop CartMulberryMySQLNetwareNetworkNetwork (iOS)NortonNovellOperaCng SystemOutlookOutlook ExpressPagerPalmPanic BuRonPhonePINEPodcasCng

PrinterQWS3270 PlusRACFRadioReal PlayerRed Hat Enterprise LinuxRuby on RailsS8700 PhoneSafariSafety TrainingScannerServerServiceNowSolarisSPAMSpyware/MalwareSQLSSHSuSe LinuxTablet – OtherTerminal (OS X)ThunderbirdUNIXVirusVMWareWindows 2000Windows 7Windows Media PlayerWindows PhoneWindows ServerWindows Update ServerWindows VistaWindows XPWord ProcessingWorkstaCon – DesktopWorkstaCon – LaptopXWin32





Appendix B: Escalations









Documents

Incident Management