How to solve an Incident

Log into the ITHelpCenter portal. From the main menu, select Case Management > Console.
In the case grid, select a case and double click on that record or click on the Resolve button.


The case attention window will open:

Header Basic case data.

• Case number and assigned priority. ¹⁾
• CAT Date: Creation case date.
• Title: General subject of the case.
• Detail: Description of the case. By placing the mouse pointer near the detail field, buttons will be displayed to open a subwindow with all the content included in the description.
  
  
  
  
• Current status of the case. See Case Status (detail)

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• User User assigned to the case or the user that created the case.
• Type of advisor attending the case: Handler, Owner, Manager Informed. User Type

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  User Type

  
• Case type: Incident, Problem, Request fullfilment, Request for Change .
• Service category.
  
  

Case attention tools (Home tab)

• Maximum remaining time: Remaining and maximum estimated time calculated from the case creation date and maximum case solution time according to SLA/Model and configured schedules.
  
  
• Information:
  • Guide: Click on Guide button, to display the model guide, click on Accept to return to console view. See Guide tool

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  • Case: Click on Case button, it will open a window that includes 3 tabs:
    General information of the case, users/user type assigned to the case and graphic of the service model/user groups (by type). See Case tool

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  • Category: Tool to modify the cateogory, SLA (according to category and other criteria), priority, title, description. These changes can be made in the same model or by changing the case model.
    See Category tool
    
    
  • Workaround: Tool to show the alternative solution(s) according to the category of the case. See Workaround tool (Knowledge base usage)

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  • End User info: User notification(s) method(s).
    
    
• Escalation: Tools to escalate the case in a functional or hierarchical way: See Escalation tool

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• Status: Tool to change the current status of the case. How to change case status

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• Link: Tools to link to the current case: Files, CIs, other cases.
  See How to use CI tool

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  See How to use Attach file tool

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  See How to use Related cases tool

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• Attention: In this field enter the actions according to the current step of the case.
• Messages: Allows sending messages to users(end user, owner, manager, etc.) related to the case.
  
  

Service Model Steps

Flow of case attention through steps designed in the service model. Besides the case form, additional forms and fields can be configured according to the model type. When enabled, these forms and fields will be displayed after the model steps.

Button(s) to change step and current step help.

To display detailed case information click on Case button, it will open a window that includes 3 tabs:
General information of the case, users/user type assigned to the case and graphic of the service model/user groups (by type). See Case tool

In the case attention window, clic on button to display end user name and doble clic on the same button to open the user Notification method window.

In the Attention field enter the actions executed according to the current step. Click on or ENTER to save.

Click on the Message button to open the Message window to select the users and type the message to send:

Click on to graph the service model steps.



Click on info icon to display service instructions to help solving a case faster, these instructions are defined in the model configuration.

• Case Information: Click on Case button, it will open a window that includes 3 tabs:
  General information of the case, users/user type assigned to the case and graphic of the service model/user groups (by type). See Case tool

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• Workaround: Click on the Workaround button to show the alternative solution(s) according to the category of the case. See Workaround tool (Knowledge base usage)

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• User info: Click on button to display end user name and doble clic on the same button to open the user Notification method window. See End user info

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Click on Category button, it will open a window to modify the category, SLA (according to category and other criteria) and model, priority, urgency, title, description, etc. These changes can be made whithout changing the SLA/Model in the Same model tab or by changing the case model in New model tab.
See Category tool

1. Click on the Add button (next to the Category and detail fields) to open the category search window.
2. Click on the Select button next to the category that most accurately describes the case reported.
3. Once the editing have finished, enter a reason for the change, to save click on the Add button.
   
   
   
   

1. Select the new Priority value from the drop-down field.
2. Once the editing have finished, enter a reason for the change, to save click on the Add button.
   
   
   
   

Click on the Workaround button to show the alternative solution(s) according to the category of the case. See Workaround tool (Knowledge base usage)

Tools to escalate the case in a functional or hierarchical way See Escalation tool

• Functional: Click on the Funtional button to open the escalation window
• Hierarchical: Click on the Hierarchical button to open the escalation window
  
  

Case Status and how to change it

1. Click on the Status button, the window to change the status will open, select the new status in the drop-down field.
2. Optional. Enter the cause of the change and click on Change Status button.
   
   
   

See How to use CI tool

1. Click on the CI button to open the CI Affected window.
2. To add CIs to the case click Add button, the search window will open.
   1. Search CIs by criteria such as: CI Name, Brand, CI Type, etc.
   2. Or select from the complete list of CIs.
      
      
      

See How to use Attach file tool

See How to use link cases

1. Click on the Related Cases button to open the window to edit relationships.
2. To add one or more related cases, click on the Add button to open the Link case window.
3. Select Case to link: Click on to open the Advanced search
   1. Search filtering by case number, category, category name, status, model, SLA, etc.
   2. Or select a case from the full list.
4. After the case selection:
   
   
   1. Category will be autocompleted and fill in the fields:
   2. Relationship type: to define the type of relationship.
   3. Enter the Title(Subject) and Description of the relationship between cases.
      
      
      
      
      

See How add/delete parent-child relationships

1. In the case attention window go to Same Cases tab.
2. Click on the Add button, the window to add parent relationship will open:
   
   Search for a case by criteria such as: Case number, title, description, model, category, etc.
   Or select from the complete list of cases (Show all).
   Select a record and click on the Use selected record button.
   
   
3. After adding the relationship, it can be graphed by clicking on the icon
   
   
   
   
   

ITHelpCenter is based on activities and service models, in those: steps, working groups, attention time, escalation type, possible results, among others are defined. While a new case is beign created, ITHC automatically decides which model and SLA will be assigned according to defined rules.
In the case attention window go to Activities tab:

• See Create a new problem record from an incident
• See Create a new request record from an incident
• See Create a new RFC record from a problem
  
  
  

After actions, messages and other tasks such as filling out forms(according to the model configuration) for the current step an advisor may change step.

Example
To change from Solution to Solution Validation



In the Solution Validation step it's verified with the end user whether the case is solved or not after implementing the solution. If the user determines that the case is satisfactorily resolved, the case will be redirected to the Customer Satisfaction Survey, if it's not resolved, the case is automatically returned to the Solution step.

A case can only be closed when the case is already in the last step of the model, where the Closed option will be available in the status drop-down field.
Optionally enter a closing comment and select from the list a result and cost of the solution.

Finally click on the Change Status button, a message will be displayed indicating if the category, priority, urgency (Is Major) of the case was verified before closing, when the OK button is clicked the status will change to Closed. See Category tool