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Version: 2.0.0

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:

You can select the schedule for the calculation of this period in the properties:

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.

Configured incoming mail actions​

The ITSM solution includes preconfigured incoming mail handlers that automatically recognize an email's sender and subject. This processing results in either adding the email's body to a record as a comment on the sender's behalf, or forming a user query.

note

A comment or user query will be added only if the email is not empty.

Add a comment​

If the sender exists in the system and the email subject contains the number of a service request or non-infrastructure incident that is not Closed, a comment with the email's body will be added on the sender's behalf to the Discussion tab of the referenced record's Activity Feed. Any attachments included in the email will be added to the record's Attachments.

If the email subject contains several record numbers, the comment will be added to the first matching record that is not Closed.

Create user query​

A user query is created when an email is processed in the following cases:

  • The sender was not found in the system.
  • The sender exists in the system, but the email subject is missing a record number.
  • The record specified in the email subject does not exist or is Closed.
  • The record's Activity Feed does not have the Discussion tab, which makes adding a corresponding comment impossible. For example, infrastructure incidents do not have the Discussion tab, as it is intended for communicating with the Self-Service Portal users, while these incidents are created by agents or the monitoring system.

When a user query is created via email:

  • The query's Subject and Description are populated with the email subject and body respectively. If the email subject is empty, Subject is not specified with the sender's email address is added as the query's Subject.

  • The query is created in the Unprocessed state.

  • The sender is specified as the query's Caller. If the sender was not found in the system, the Guest system user is specified as the Caller.

    info

    You can view From whom the email was sent by navigating to the Email (sys_email) table record with matching Subject and Body (Plain Text).