About incidents
Incidents are used as configuration items for managing user-reported problems that are associated with the IT environment. The incident contains description about the reported problem and information about users or assets that may be related to the problem. The incident configuration items are used to register the reported problems into Miradore and to track the status of incidents through the resolving process. In addition, the incident management records the incident updates and resolutions into Miradore and so works as a knowledge base for future use.
Permissions
Users that have adminisrator, operator, help desk or editor system permission are able to change the status of incidents or close them. The system permissions can be seen from the Users and roles tab of System settings.
Incident statuses
Incident status illustrates the state of the resolving process of the problem. All incident statuses and the normal incident life cycle is illustrated on the following picture (Picture 1).
Picture 1: Incident statuses
The Tasks menu on the Incident form can be used to change the incident status.
When an incident is created
A new incident is created into Miradore for every reported issue. Incidents can be reported by phone, email or the Self service portal. In addition, incident can originate from the Event monitoring.
How incidents are managed
All incidents created into Miradore can be seen from the Incidents view. Only the closed incidents are excluded and shown on Closed incidents view. The details about a single incident can be seen from the Incident form. From the administrator's point of view, another important tool for managing incidents is the My info -panel which can be found above the Help resources on the Miradore management console. My info -panel includes My incidents view and Group incidents view that can be used to view only the incidents that are assigned to self or to a group where the user belongs to.