Incident Management

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InfraDesk includes an ITIL-based Incident Management module, with pre-packaged workflows, which will allow you to identify, register, prioritize, categorize and track Incidents reported to your Help Desk.

The Incident Management module provides you the ability to:

• Effectively manage the entire lifecycle of an Incident from detection through to closure.
• Configure Incident Models (pre-defined steps to handle certain Incidents) which will help to ensure standard Incidents are handled as expected and within the agreed upon timeframes.

Incidents can be generated manually by the Service Desk staff or automatically via email, web submissions or through third party monitoring solutions.

Features:

• Multiple tiers of incident classification
• Classify impact, urgency and priority
• Set Status (e.g., Active, Pending, Closed, etc.) via one click actions
• Link incidents to assets/configuration items
• Create incident templates
• Link similar tickets to close all related tickets when the main global ticket is closed
• Incident templates can default values into fields
• Automatic ticket routing and assignment - based on ticket content, timeframes and location
• Create other tickets from Incident such as Problem or Change and automatically establish relationship with the new ticket
• Dynamic ticket form templates based on Request Categories (show/hide customer fields)
• Configure fields requiring Analysts to fill in before saving ticket or moving to next stage
• Full Audit Trail of Ticket to track actions, communications, work log entries, assignments - all by Username and Date/Time
• Time tracking throughout ticket lifecycle
• Analysts are able to search similar tickets from the open ticket screen and relate to that ticket or master ticket
• Link CI's (configuration items) or assets to an incident
• View incidents related to a CI or asset
• Export Tickets (CSV or PDF) from home ticket as well as all search lists
• Spell check included in Knowledge creation and ticket editing