System settings for incident management

This page explains system settings for incident management.

The system settings for incident management can be found from 'Administration > System settings > Main > Incident management'.

Priority

Attribute	Description
Impact / Urgency	The priority of an incident is determined according to combination of urgency and impact of the incident. All combinations are illustrated in the table on System settings. Priority is formed separately for each combination.

Form defaults

Attribute	Description
Form defaults are used to set default values for the new incidents created into Miradore.
Incident source	The default incident source can be determined here. Incident source describes how the incident was reported. There are following sources available: Self service portal Event monitoring Phone Email
Incident type	Incident type describes the nature of the reported incident. There are following incident types available: Fault/failure Service request Assistance/inquiry
Category	Category of an incident determines what the incident is related with. For example, hardware or software.
Impact	The impact of incident determines how wide is the affect of the incident. The impact levels are: Slight - user Minor - multiple users Medium - site/department Major - enterprise
Urgency	The higher are the consequences of an incident, the higher is the urgency of the incident. The urgency levels are: Low - Causes mostly only aesthetical drawbacks. Significant urgency is not required Medium - Hinders or slows down the normal working. Actions are required in near future High - Prevents the normal working. Immediate actions are required.
Inform contact of update	This selection determines whether the contact person of incident is informed about the incident updates or not.
Show update on self service portal	This selection determines whether the update is shown to end-user on self service portal or not.

Incident categories

Attribute

Description

Hardware / Software / Network / People / Process / Premises / Documentation

Incident categories are used to help categorizing and assigning of incidents. The category describes what the incident is related with, for example software, hardware, documentation or people. New subcategories can be defined for each incident category and the subcategories can be assigned for specific assignment groups. For example, you can create a subcategory "Laptop" under the "Hardware" category and define a default assignment group for the subcategory. After that every new incidents that are categorized as "Hardware : Laptop" are automatically forwarded to the defined assignment group.

Incident status definitions

Attribute	Description
New / Assigned / In process / Resolved / Closed / Removed	The incident status definitions are used to determine the define detailed statuses for each incident status and also whether the detailed statuses required or not.