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2_5_0:datamodel:itop-incident-mgmt-itil
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Incident Management ITIL V3 Module

Incident

An incident ticket or simply an “incident” keeps tracks of a technical issue within the IT:

  • System down
  • Network issue
  • Application failure

An incident can be linked to a problem (ticket). For instance, when the same incident is occuring often and you would like to investigate the root cause of the problem. An incident can be linked to a change (ticket), if it requires the implementation of a modification. For instance, when installing a patch.

Incident tickets are managed by people having the profile Support agent.

Incident Properties

Name Type Mandatory?
Organization Foreign key to a(n) Organization Yes
Caller Foreign key to a(n) Person Yes
Status Possible values: Assigned, Closed, Escalated TTO, Escalated TTR, New, Pending, Resolved Yes
Origin Possible values: mail, monitoring, phone, portal No
Title Alphanumeric string Yes
Description Multiline character string Yes
Service Foreign key to a(n) Service No
Service subcategory Foreign key to a(n) Service Subcategory No
Hot Flag Possible values: No, Yes No
Hot reason Alphanumeric string No
Pending reason Multiline character string No
Impact Possible values: A department, A service, A person Yes
Urgency Possible values: critical, high, medium, low Yes
Priority Possible values: critical, high, medium, low Yes
Team Foreign key to a(n) Team No
Agent Foreign key to a(n) Person No
Start date Date and time (year-month-day hh:mm:ss) No
Last update Date and time (year-month-day hh:mm:ss) No
Assignment date Date and time (year-month-day hh:mm:ss) No
TTO Deadline Core:AttributeStopWatch+ (100_deadline) No
TTR Deadline Core:AttributeStopWatch+ (100_deadline) No
Last pending date Date and time (year-month-day hh:mm:ss) No
Resolution date Date and time (year-month-day hh:mm:ss) No
Close date Date and time (year-month-day hh:mm:ss) No
Parent incident Foreign key to a(n) Incident No
parent problem id Foreign key to a(n) Problem No
Parent change Foreign key to a(n) Change No
Resolution code Possible values: assistance, bug fixed, hardware repair, other, software patch, system update, training No
Solution Multiline character string No
Resolution delay Core:AttributeDuration+ No
User satisfaction Possible values: Very satisfied, Fairly statisfied, Rather Dissatified, Very Dissatisfied No
User comment Multiline character string No
SLA tto passed Core:AttributeStopWatch+ (100_passed) No
SLA tto over Core:AttributeStopWatch+ (100_overrun) No
SLA ttr passed Core:AttributeStopWatch+ (100_passed) No
SLA ttr over Core:AttributeStopWatch+ (100_overrun) No

Tabs

Tab Description
CIs All the configuration items impacted for this ticket
Contacts All the contacts linked to this ticket
Child incidents All the child incidents related to this incident
related request list
Work orders All the work orders for this ticket

Creating a Incident

Click on the “New incident” menu:

The following form is displayed:

Managing Public & Private Log

Please refer to User requests management

Managing impacted CIs and Contacts

Please refer to User requests management

Dependencies with service catalog

Please refer to User requests management

Assigning a user request to a team and agent

Please refer to User requests management

Automated priority computation

Please refer to User requests management

Deadline computation

Please refer to User requests management

It is sometimes useful to regroup incident tickets under an incident which is the root cause of the issue. For instance when a network device is down, you may have several servers reported as “not responding”.

To group tickets, use the field parent incident.

When an incident is parent of another ticket, each time its private and public logs are modified, iTop will automatically update the logs of the child tickets. When the parent incident get resolved, iTop will automatically resolve the child incidents.

Incident Life Cycle

Incident objects have the following life cycle:

Depending on the status of the object, the contraints on the properties vary as shown on the table below:

New Assigned Escalated TTO Resolved Pending Escalated TTR Closed
Organization M M M R/O M M R/O
Caller M M R/O R/O
Status R/O R/O R/O R/O R/O R/O R/O
Origin R/O R/O
Title R/O R/O
Description R/O R/O
Service M R/O
Service subcategory R/O
Hot Flag H H R/O R/O
Hot reason H H R/O R/O
Pending reason H H H R/O M H R/O
Impact R/O R/O
Urgency R/O R/O
Priority R/O R/O R/O R/O R/O R/O R/O
Team H M R/O M M R/O
Agent H M H R/O M M R/O
Start date R/O R/O R/O R/O R/O R/O R/O
Last update R/O R/O R/O R/O R/O R/O R/O
Assignment date H R/O H R/O R/O R/O R/O
TTO Deadline R/O H R/O H H H H
TTR Deadline H R/O H H H R/O H
Last pending date H H H H R/O H H
Resolution date H H H R/O H H R/O
Close date H H H H H H R/O
Parent incident R/O R/O
parent problem id R/O R/O
Parent change R/O R/O
Resolution code H H H M H H R/O
Solution H H H M H H R/O
Resolution delay H H H R/O H H R/O
User satisfaction H H H H H H
User comment H H H H H H
SLA tto passed H R/O H R/O H R/O R/O
SLA tto over H R/O H R/O H R/O R/O
SLA ttr passed H H H R/O H H R/O
SLA ttr over H H H R/O H H R/O
Table key:
  • H: hidden
  • R/O: read-only
  • M: mandatory
2_5_0/datamodel/itop-incident-mgmt-itil.txt · Last modified: 2018/12/19 11:40 (external edit)

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