How to solve an Incident

Log into the Atis portal

In the left pane, click on Manager case > Console.

In the list of assigned cases, select an incident and click on to see the detailed data of the incident.

• Click on to Owner,Handler and User of the incident:
  
  Permissions: List view
  
  Permissions: Graph
  
  
• Click on to see the log of actions
  
  
• In the permissions screen, click on to see contact data of the user:
  
  

Click on Handler button, the attention window will open, below there's a description of the default fields that appear on the window:

In the left pane, click on , in the popup screen type the actions and click on to save.



To view the action log, click on

Service support instructions to help solving a case faster, these instructions are defined in the model configuration.
See: How to create a model

Click on to graph model steps:

In the left pane, click on , in the popup screen select the users and type the message to send



Users and owner can send feedback as well, click on to see if there're new messages.

See: How to create a model

IT Help Center is based on activities/attention models. In those, the flow, attention groups, time, escalations, possible returns among others are defined. After a record is created, the tool decides which model will use according to defined rules. Then, the model will rule which group will work in the record. Every while, the tool will check the time that has passed and decide if an escalation is necessary.



Here you can add new related activities/cases:

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

Click on to see case details

Click on to see related workarounds.

• Click on to search and add workarounds.
• Click on to view selected workarounds.
  
  

Click on to see user contact data.

• When you pass the mouse over the icon, you'll be able to see user name and prefered way of contact:
  
  
  
  
• When you click on icon, a popup screen allows you to add/edit contact details:
  
  
  
  

  Contact type	Select the notice type (mobile, phone, email)
  Information	Type according to notice type: mobile/phone/email and click to add.
  Address	Other contact details like Address, country, county/state and zipcode
  System status	Select system status: Prep: Pending for aprobation Live: Active Retired: Outdated info

  
  
  

Click on to change Category.

• Type reason to change category.
  
  
  
  
• Click on to categorize the case, search the category that best describes the issue.
  
  
  
  
  

Click on to change Priority.

• Type reason to change priority.
• Select a new Priority value from the drop-down list.
  
  
  
  You can also click on Is Major checkbox
  
  
• Click on to save changes.
  
  

Click on
In the popup screen, you can select escalation type and add a reason to escalate the case:

Go to the next user: The case will be automatically assigned to the next administrator available in the same level.

Go to the next level: The case will be automatically assigned to an administrator available in the upper level.
Direct Assignation: Select an administrator from the drop-down list to directly assign the case.



Click on to escalate

Click on
In the popup screen, you can select escalation type and add a reason to escalate the case, active options:

Go to the next level: The case will be automatically assigned to an administrator available in the upper level.
Direct Assignation: Select an administrator from the drop-down list to directly assign the case.



Click on to escalate

Click on In the popup screen select a new state and add a reason:



When you pass the mouse over the icon, it'll show the current status

Click on In the popup screen you can review or delete CIs already related, or add new CIs



Add CIs: click on a popup screen allows you to browse for CIs.
Edit CI description: Select CI and click on to edit description and click on to save.
Delete CI: Select CI and click on
View CI: Select CI and click on
A popup screen allows you to view information and relations of the CI

See:
How to view and edit CIs

Click on In the popup screen you can review or delete attachments already related, or add new files



Add File: Click on a popup screen allows you to browse your computer for the files to attach. You can include a description for each attached file.


Click on to find the file, add description¹⁾ and click on to save.
Edit description: Select the attachment and click on to edit file description and click on to save.
Delete File: Select attachment and click on

Download File: Select attachment and click on

Click on to add/edit related cases to the incident:

1. When you click on icon, a popup screen allows you to add/edit related cases:
   
   
   
   
2. Click on to search and add cases:
   
   
   
   Click on to search cases:
   
   
   
   
3. Once you've selected a case to relate, select the relation type in the dropdown list: Unknown relation, This case is part of or This case is the result of
   
   
   
   
4. Finally, add title and description:
   
   
   
   Click on to save.
   
   
   
   Click on icon to delete relation
   Click on icon to edit relation
   Click on icon to view the info of the related case

Click on In the popup screen you can search in a list of existing cases, select the case that will be the Parent

Click on In the popup screen you can search in a list of existing cases, select the case(s) that will be the Child/Children

Click on to draw the graphic.

When an administrator has included all activities and actions for the current step, can set the next step. In the right corner bottom, if possible, choose the next step²⁾ from the drop-down list and click on icon
Each time there's a step change, the admnistrator has to include a reason and optionally a recomendation for the next step.

1. To change from Analysis to Solution
   
   
   
   
   
   While the incident is in the Analysis and Solution steps its status is InProgress:
   
   
   
   
2. To change from Solution to Customer Satisfaction Survey
   
   
   
   
   
   When there's a solution and the step is Customer Satisfaction Survey the status changes to Resolved
   
   
   
   
3. Actions and activities are registered in the action log, see Attention pane:
   
   
   
   

1. After the Customer Satisfaction Survey is sent by the user, the case needs an additional review, if it's approved the case can be closed:
   
   Customer Satisfaction Survey
   
   
   
2. To change the step to Incident Review, first the handler of the case must type the reason and optionally a recomendation for the next step:
   
   
   
   When the step is changed to Review, the owner of the case will be notified:
   
   
3. According to the review, the case result can be changed to Resolved or Cancelled. Select a result value from the dropdown list, add a cost return value and click on to save
   
   
   
   See:
   Models:Result values
   Models:Set case status
   
   
4. Click on to change status:
   
   
   
   
5. When the administrator clicks on there will be a message asking to verify if the incident data is correct.
   
   
   
   If the administrator clicks NO, then can change any detail of the case:
   See:
   Change Category
   Change Priority
   Set case as Major
   
   If the administrator clicks yes, the status is changed to Closed. :