Incident Workflow Home » Helpdesk Software Features

Incident Workflow

ServiceDesk Plus - MSP allows configuring these workflows specific to each account. Let me explain a typical workflow

1. Log a ticket

An Incident is a failure or interruption to an IT service or a Configuration Item. There various ways in which it can be created from

  • Email
  • From Network Management tools
  • From Web Interface
  • User Phone Call

2. Categorize & Dispatch

Categorize & Dispatch

Organize your incidents and get wider visibility of the source of incidents with the three levels of categorization - Category, Subcategory and Item. The incidents can be assigned to these categories depending upon the failure that is reported and can be automatically routed to the appropriate support engineer.

Business rules allow you to automate a coordinator job whose day today work is to document and assign tickets. Business Rules helps in automating the assignment of the incidents. Create the Business Rule criteria based on the pattern of failure and the incidents will be automatically assigned to technicians or categories or levels.

3. Incident Prioritization

Incident Prioritization

The Incident can affect the organization differently. Define the Priority based on the Impact and Urgency of the Incident. It minimizes the incident impact on the business. In large companies, prioritization of incidents might be tough as the number of requests will be more. There will be predefined criteria for assigning the incident priority depending upon the failure reported. Priority Matrix helps you in automatically assigning the Priority to an Incident based on the Impact and Urgency levels.

4. Incident Diagnosis

Incident Diagnosis

When an incident gets created, it has to be analyzed and the full symptom has to be discovered. Add the symptoms as Notes so that it will help in finding out where the failure is and how to correct it. ServiceDesk Plus - MSP helps in searching the existing workarounds or solution from the Knowledge Base and getting back to the users immediately with the resolution. This helps in reducing the turnaround time for an incident.

5. Escalations & SLAs

Escalations & SLAs

When the support engineer is unable to resolve the incident, (i.e. when it is not a known error) the incident can be referred to the second-level support. The incident will get escalated to the third-level support when the second-level support is not able to resolve it within the due by time. Service Level Agreement helps in prioritizing the incident and enabling these timely escalations.

6. Incident Closure

Incident Closure

Every support staff knows that closing the incident is really a painful task as it can be closed only after it is confirmed with the users for the issue resolution. ServiceDesk Plus - MSP helps you with the option of providing the user with the privilege to close his incident.
At times the user might also not respond back even if the issue is resolved. Automatic-Closure criteria will help in closing the incidents in such instances. The incidents will get closed after the specified number of days when there is no response from the User.
The closure categorizations or rules help to ensure that all the incidents has a proper resolution added to it before it is closed.

7. Survey


User Satisfaction Survey helps in identifying the Satisfaction Level of the users and knowing performance of the support engineers in resolving the issue. The performance of the support engineer can be measure and improved based on the survey results.

8. Incident Resolution.

The Recovery of incidents is very critical when it has affected any of the IT services. After identifying the issue and resolving the incident, make the resolution that you add as a part of the Knowledge Base or Solutions. This helps you in giving a quicker response time when another user comes in with the same problem. Giving an immediate resolution to the incidents will also help in giving a good customer satisfaction.