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Version: 1.19.0

General Concepts and Procedures

This article describes general concepts and procedures that apply to various ITSM entities.

Reassign​

You can reassign incidents and service requests to another user or group by clicking Reassign in the upper right corner of the form. The state of the record will automatically change to Assigned, unless it is already in this state.

You can also reassign multiple incidents and service requests at once.

SLA breach​

You can use the SLA Breached checkbox value on the Incident (itsm_incident) and Service Request (itsm_request) lists to create reports, diagrams and filter records by this attribute. By default, the checkbox is hidden from the record forms.

When the time set in the related indication expires and the indication is In progress, the checkbox value automatically changes to true. This behavior is configured with a business rule that automatically changes the value of the checkbox.

Automatic deactivation of closed tickets​

When an incident, service request or its related task moves to the Closed state, the system deactivates it (the value of the Active attribute changes to No), so that:

  • All fields become read-only.
  • The Closed at field displays the time when the task was set as Closed.
  • Only user with admin role can make the record Active again.

There are two ways for the incidents and service requests to change the state to Closed:

  • If the caller accepts the ticket resolution.
  • Automatically by a scheduled event after a set period of time after the incident or service request changes its state to Completed. The system cancels the event if the state of the incident or service request has been changed during this period. These events are closing_of_an_incident for the incidents and itsm_req.auto_closing for service requests.
note

The system does not close infrastructure incidents automatically. You can only do it manually on an incident's form.

Specify the period for the caller to assess the provided resolution before the automatic closure and deactivation in the system properties itsm.itsm_request.days_count_to_solution_accept for service requests and itsm.itsm_incident.days_count_to_solution_accept for incidents. You can select the schedule for the calculation of this period in the properties itsm.itsm_request.schedule_id_to_solution_accept for service requests and itsm.itsm_incident.schedule_id_to_solution_accept for incidents.

When a parent incident or service request becomes Closed, all of its child tasks except for the Canceled ones also become Closed.

note

Parent incident or service request state can only be changed to Completed if all of its child tasks are in the Completed or Canceled states.

When the child tasks of incidents and service requests move to the Canceled state, the system deactivates them (the value of the Active attribute changes to No), so that:

  • The Closed at field displays the time when the task was set as Canceled.
  • All fields become read-only.

The caller receives a notification when the ticket is closed automatically.