Logging a High Priority Job


Concept


Steps:

  1. Click the Incident Management button to create a new high priority incident.

    Step 1

  2. Click the Create New button.

    Step 2

  3. Enter information into the Customer: field. Enter "paul carter", as an example.

     

    Step 3

  4. Note you can see how many open incidents the customer has open.

    Step 4

  5. Click in the Service Group: field.

    Step 5

  6. Click the Lookup using list button to select the Service Group you desire.

    Step 6

  7. Click the Network Services link for example. 

    Step 7

  8. Click the Lookup using list button to select the Service you would like to enter.

    Step 8

  9. Click the Network (College) link, for this example. 

    Step 9

  10. Click the Source: list.

    Step 10

  11. Click the Walk-in list item, in this instance. 

    Step 11

  12. Click in the Short description: field.

    Step 12

  13. Enter information into the Short description: field. Enter "No network connection at the South Kensington Campus".

    Step 13

  14. Click the Impact: list.

    Step 14

  15. Click number 1 to raise the impact of this incident.

    Step 15

  16. Click the Urgency: list.

    Step 16

  17. Click number 1 on this list to raise the urgency of this incident. 

    Step 17

  18. Click the Notes tab to enter any notes you may wish. 

    Step 18

  19. Click in the Work notes: field.

    Step 19

  20. Enter information into the Work notes: field. Enter "The South Kensington campus has lost connection to the campus.  The Networks team have been informed and are investigating the matter.  ".

    Step 20

  21. Click the Save button.

    Step 21

  22. Click the OK button.

    Step 22

  23. Click the Closure Information object.

    Step 23

  24. Click in the Close notes: field.

    Step 24

  25. Enter information into the Close notes: field. Enter "The network connection to the South Kensington campus has been restored.  The server was rebooted.  ".

    Step 25

  26. Click the Significant Incident object.

    Step 26

  27. Click the Choose date button to enter the date the outage started. 

    Step 27

  28. Click the 17th as an example.  .

    Step 28

  29. Click the Save (Enter) button.

    Step 29

  30. Click the Choose date button to enter the end of the outage. 

    Step 30

  31. Click the 18th for this example. 

    Step 31

  32. Click the Save (Enter) button.

    Step 32

  33. Click the Closure Information object.

    Step 33

  34. Click in the Observable Cause: field.

    Step 34

  35. Enter information into the Observable Cause: field. Enter "The server failed.  ".

    Step 35

  36. Click the Cause Category: list to enter a cause if known. 

    Step 36

  37. Click the Capacity / Space list item as an example. 

    Step 37

  38. Click the Responsible: list.

    Step 38

  39. Click the Third Party list item for this example. 

    Step 39

  40. Click the Save button.

    Step 40

  41. Click the Incident object and here you will see that this job has now been set to Review. 

    Step 41

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