Incident record data model

Incident Management enables you to track different types of information related to an incident, such as categorization, prioritization, description, contact information, and so on.

Incident data model: Contact details

Service Manager stores related contact information, including the operator who opened the incident and the contact person for the reported issue, with the preferred method of contact (email, phone, or other).

Incident data model: Incident source

When the source of the incident is a person, the Interaction record linked to the Incident record shows the basic information of the source. For example, the following information:

• Whether the Incident is opened through the self-service interface
• The Incident trigger
• The location of the issue

When the source of the incident is an event trigger, the Title and Description fields of the Incident record contain that information, which reference the source event displayed in the External ID field of the Event Browser in Micro Focus Operations Manager.

Incident data model: Categorization

Service Manager categorizes or classifies Incidents according to the following information:

• Category

• Subcategory

• Area

In an out-of-box Service Manager system, Service Manager automatically applies the Incident category to the new Incident that you create. If the Incident Management module has other customized categories, you need to select a category when you create a new Incident. Based on the selected category, Service Manager presents a filtered set of choices for Area and Subarea.

The Incident record also captures the ID of the failed CI or service, including the failing component.

Incident data model: Priority

The Incident record form includes fields to capture impact, urgency, and priority. Service Manager automatically derives the priority code based on the impact and urgency codes, but this mechanism can be manually overridden.

Service Manager automatically assigns urgency based on the Category of a record. However, system administrators can define additional rules for assignment based on any parameter, such as the CI that is the subject of the record, the caller who is the subject of the record, an SLA associated with the record, and so on.

An Incident record has the following impact and urgency codes.

Impact codes:

• 1 - Enterprise
• 2 - Site/Dept
• 3 - Multiple Users
• 4 - User

Urgency and priority codes:

• 1 - Critical
• 2 - High
• 3 - Average
• 4 - Low

Incident data model: Priority calculation

Service desk users complete the Impact and Urgency fields and Service Manager uses these fields to calculate the priority of the Incident. The Priority field is read-only to protect this calculated value.

Incident data model: Assignment

The Incident record stores the assignee group and an individual assignee within the group, if known. The Incident record also captures the name of the vendor/supplier to which the record has been assigned, if appropriate.

Incident data model: Symptoms

An Incident record has a field for the brief summary (the Title) of the issue and a free text field for the details of the problem or symptoms of the fault, which can be used as the search information for the built-in Knowledge Management capability.

Incident data model: Status

Service Manager tracks the status of an Incident in the Status field. Service Manager provides the following out-of-box status codes, other codes can be easily added to meet customer requirements.

• Categorize
• Assign
• Work In Progress
• Pending customer
• Pending Evidence
• Pending Vendor/Supplier
• Pending Other
• Resolved
• Suspended

Incident data model: Resolution

Help desk operators are prompted to enter record resolution information when they close records, including a Closure Code (this is a mandatory field). Service Manager provides out-of-box Closure Codes, which can be tailored to meet the customer’s requirements. Resolutions can be promoted as candidates for the knowledgebase. Knowledgebase entries can also be used as the resolution for the Incident record.

Incident data model: Closure

Service Manager allows users to enter a Closure Code when a record is closed. The Closure Code can be compared to the category recorded at open time to report on trends. In addition, Service Manager automatically captures the time and date of Incident closure for reporting.