Manage problems and incidents

This objective deals with Service Manager incidents, problems, and knowledge articles. This includes how to configure priorities for incidents and problems, how priority relates to resolution time, how to create incidents manually, how to have incidents automatically created using email messages sent to the service desk, and how to resolve incidents by resolving problems.

This section covers the following topics:

  Understanding problems and incidents

  Managing incidents

  Managing problems

  Creating knowledge articles

 Summary:

• Incident templates allow you to pre-populate certain fields for a specific type of incident.
• Service Manager determines incident priority using the settings you configure related to incident impact and incident urgency.
• You configure incident resolution time based on priority. The values that you assign for each incident priority will depend on the SLA.
• Service Manager can be configured to automatically create incidents based on email requests from users.
• Service Manager allows you to link incidents to problems. You do this when incidents have the same root cause.
• Service Manager allows related incidents to be closed when a problem that they are related to is resolved.
• Knowledge articles are documents that allow the organization’s IT professionals and users to understand and remediate problems.