Service model management

Create from an existing case

• Apply a Template
  
  

How to create a new incident record

• Case Creation Tools
  
  

Create a new problem record from an incident

• From the Model
• Outside the Model
  
  

Create a new request record from an incident

• From the Model
• Outside the Model
  
  

How to solve an Incident

1. Description and Tools in the case attention Console

2. Incident source and case detailed data

• End-user info
  
  

3. To start case attention

• 3.1 Add actions
• 3.2 Add messages
• 3.3 Attention Guide
  
  

4. Case attention tools

• 4.1 See case detailed info
• 4.2 How to change case info
  • 4.2.1 Change category
  • 4.2.2 Change priority
• 4.3 Knowledge base usage
• 4.4 How to escalatate a case
• 4.5 How to change case status
• 4.6 How add/delete CIs to a case
• 4.7 How to add/delete attachments
• 4.8 How to link cases
  
  

5. Add/Edit parent-child relationships

6. Activities

7. Change Step

8. Closing case

How to create a new problem record

• Case Creation Tools
  
  

Create a new problem record from an incident

• From the Model
• Outside the Model
  
  

Create a new RFC record from a problem

How to solve an Problem

1. Description and Tools in the case attention Console

2. Incident source and case detailed data

• End-user info
  
  

3. To start case attention

• 3.1 Add actions
• 3.2 Add messages
• 3.3 Attention Guide
  
  

4. Case attention tools

• 4.1 See case detailed info
• 4.2 How to change case info
  • 4.2.1 Change category
  • 4.2.2 Change priority
• 4.3 Knowledge base usage
• 4.4 How to escalatate a case
• 4.5 How to change case status
• 4.6 How add/delete CIs to a case
• 4.7 How to add/delete attachments
• 4.8 How to link cases
  
  

5. Add/Edit parent-child relationships

6. Activities

7. Change Step

8. Closing case

Creation of Known Errors and Workarounds in CMDB

• Create Known Errors (KE) and Workaround (WA)
• Enable and Add KE or WA attributes
• Add relationships to KE or WA
• Link KE or WA to a category
• Edit KE or WA record
  
  

Creation of Known Errors and Workarounds from a Problem record

• Create Known Errors (KE) and Workaround (WA)
• Enable and Add KE or WA attributes
• Add relationships to KE or WA
• Link KE or WA to a category
• Edit KE or WA record
  
  

Queries, Charts and Reports

• Queries
• Charts
• Reports
  
  

Case Status and how to change it

• Case possible statuses
• How to pause a case
• How to cancel a case
• How to close a case
  
  

• Attach file tool
• Case Information tool
• Category tool¹⁾
• CI tool
• Link tool
• Parent-Child relationships between cases
• Escalation tools²⁾
• Template tool
• Workaround tool
  
  

How an user can ask for assistance

• To start a chat session with a service desk advisor
• To review chat history
  
  

How to create a new case

• Case creation in the ITHelpCenter portal
• Email case creation
  
  

How to check a case

Notifications and Survey