Help desk incident template

Until you click Apply Changes , the resequenced categories are displayed in yellow, as shown in the following screen shot:. Under individual templates, on hover over, Field and Form rules information is available. All Rights Reserved. Incident Template Incident Templates make it easy to log new incidents by pre-populating fields automatically. The SDAdmin can configure templates for incident and service requests.

Edit each field to update the following properties: Field Name : Provide an appropriate field name, such as Request Type or Category Help Text : Provide a simple, brief description on what the field stands for; this will appear on hover over the field.

Options : Mandate the field, if necessary, and also choose if the field must be visible to the requester. Note that if you mandate the Item field, Category and SubCategory will be automatically mandated. Similarly, mandating Impact Details will mandate Impact. Default Value Selectio : Depending on the field, select from the values displayed. For example, under Service , all available services or assets will be displayed, and you can choose a default, if necessary.

To add any new field, go to the New Field tab in the right panel and select from the following Additional Fields: There are 9 field types that you can use, depending on your requirement.

To enlarge the space for description, click the right corner of the description box and pull it down. Price of any asset or error margins. Pick list For lists. List of available asset types Multi select For selectable values within a list. List of software applications installed. Radio For selecting just one item from a list. Available mobile phone or laptop models. CheckBox For selectable values or decisions. Preview and Copy Template After you configure the template, use the Preview button to check how the template would appear to the Requester or the Technician.

Configuring Incident Template Workflow When an incident is logged using the template, the template workflow defines the sequence of activities that must occur automatically. Approval Details Choose whether all approvers must approve or if anyone person's approval is sufficient for the incident to progress to the next level. Task Details Choose whether you whether you want to manually trigger tasks or automatically trigger them on Request Creation or Approval.

Configuring Field and Form Rules After defining the workflow, you'll need to configure the field and form rules, which enable you to dynamically hide or display information based on user actions. The rule must contain at least one executable action. On Field Change: While an already existing request is being edited. Incident Management. How to write an Effective Incident Report Writing an incident report is like writing an investigation summary.

Understand the incident: As a first step, understand the details about the incident like start time, end time, users impacted, what systems were down, etc. Review the artifacts and communications: In this step, review the service desk tickets, emails sent, outage comms, and any other relevant processes.

Conduct Incident Reviews: Meet with the incident management team, stakeholders, and impacted staff to understand firsthand observations. It could be human error, mechanical failure, or a system glitch.

Publish your incident report: The final report must contain all the information gathered during the analysis and published to all the key stakeholders. More from: Incident Management. Back to Incident Management.

Featured product Get instant access to all the ready to use and fully editable templates on our website. Related Products. Explore All Templates. Get instant access to all the ready-to-use and fully editable templates on our website. Have people been trained and know how to access the plan?

Are your customers and supported business groups proactively informed of when a service is down or do they generate a large volume of calls to the Help Desk? Are your Help Desk staff members immediately informed about the outage and provided support information such as available workarounds and an estimated time for recovery?

Incident Management Communication Customers of a service, technical service support staff, and service owners rely on the Incident Management team to obtain the latest status of a service outage and recovery. Objectives of Incident Management Communication Plan Have a detailed approved Incident Management Communication plan documented and readily available for support staff to follow. Have up to date communication distribution groups defined and communication tools in place to send incident status messages.

Ensure customers of a service, the leadership team, and technical staff are informed of the start and end of unscheduled outages. Ensure that any workarounds are communicated to the proper groups that use the service. Provide detailed recovery information related to the outage to technical groups.

Provide a post-incident summary to the problem management team related to the service. Customer Focused Incident Management Communication The goal of customer Incident Management Communication is to let the customer know a service is down and some basic information without a lot of technical jargon.