Use case: Creating incidents
This article describes the use case “Creating incidents.”
Use case: Creating incidents
Use case description
The incident creation process typically begins when a user detects an issue and reports it to the service desk. The service desk then opens an incident ticket and captures all relevant information about the incident. This information is used to assess the severity and impact of the incident, assign it to the appropriate support agent/team, and prioritize it based on its urgency and impact.
Effective incident creation and management are critical to restoring IT services as quickly as possible, minimizing the impact on the business and its users. It also helps identify patterns and trends in incidents, which can be used to identify and address underlying problems to prevent future incidents.
Example scenario
Consider a scenario when an end user can no more access a business application. The end user needs the application for their day-to-day work and cannot perform key activities without it. Based on the user's choice, they can either create an incident report in the self-service, send an email to their service desk email address, call the service desk's phone number, or visit a service desk. An incident ticket is created regardless of which channel the end user selects for reporting the incident.
Use case diagram
Workflow
Creating incidents through the self-service portal
- The end user navigates to their self-service portal.
- The end user navigates to the "Report an incident" form, fills it, and submits it.
- The end user receives an email from the service desk's email address titled "Incident created".
Recommended method
This method is recommended because it allows end users to provide structured information about the issue. This reduces the need for the service desk agent to ask further questions from the end user.
Creating incidents through email
- The End user sends an email to the service desk email address
- Alternatively, the email can be sent by an event management or monitoring system.
- The End user receives an email from the service desk's email address: "Incident created"
Creating incidents manually by the service desk agent
- The end user informs a service desk agent with any method (call, visit, direct message, etc.)
- The service desk agent creates a new incident data card on the ticket template.
Results
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A new incident data card is created on the ticket template
- If the data card was created through the self-service portal, the incident is categorized based on the service item.
Benefits
The issue becomes detected and visible to the service desk agents. This allows the service desk agents to start investigating and resolving the issue.
All IT issues are reported systematically to the service desk via unified channels and methods.
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