GlobalNOC – Incident / Problem – Service Now
The following defines Incidents and Problems and documents their relationship and process flow for proper handling.
NOTE: Engineering will never direcly create an Incident. Incidents will be greated by the ServiceDesk. The majority of the time incidents will be created based on alarms.
Problems & Incidents: Defintion and Relationship
Incident (INC): An incident is a network event that requires troubleshooting. Incident records will be created by the Service Desk, prompted mostly by network alarms. Engineering will be assigned a TASK from within the Incident. Engineering will work only in the TASK to complete their investigation.
Problem (PRB): A Problem is an overarching issue that is negatively affecting the network and/or the Members. Problems and Incidents are related in that an Incident may be a symptom of an overarching "Problem".
Relating Incidents and Problems: While investigating an Incident, Engineers may realize that the Incident is related to a larger issue. In this case, the Engineer should create a Problem record and link the Problem to the original Incident. Or, there's the possibility that a number of Incidents arise and Network Engineering recognizes a resemblance between said Incidents. In this case, a Problem record should be created with the Incidents linked.
- Creating a Problem from an existing Incident will automatically link the Incident to the problem.
- If you've created a new Problem by itself, you can easily add an Incident to the Problem with the tabulated section at the bottom of the Problem.
NOTE: Incidents and/or Problems may warrant the need for a CM to be submitted. CM's will need to be submitted via the web form ONLY. Please DO NOT create a CM from the Incident or Problem itself.
Completing an Incident TASK:
In an Incident Task, it's easy to track and complete your Incident investigation.
1. Open your from Taskmon
- Select you TASK by the task number link.
2. Review the details of the TASK and start work.
- Verify that the Short description and Description have enough information to start troubleshooting the Incident.
- As you make progress, keep your detailed notes in the Additional Comments section, being sure to select Work notes (Internal) if the comments are internal only. Use the Post button when ready to add your new comments.
3. When the work has been completed and all notes recorded in the task, close the TASK.
- Closing a TASK is as simple as selecting Close Task at the bottom of the page.
At this point, you're done with this TASK. The Service Desk will pick up from here and complete the Incident.