General tab

The General tab displays the essential information about the Incident. The information is organized in the following sections and sub-tabs:

Summary - displays the short summary of the Incident.

Categorization section - displays the type, category of the Incident, the project that covers this Incident, and the medium used to communicate the issue this Incident describes.

Requester Information section - shows the Person who requested the Incident and their organization. Clicking the caption of the filled out Organization or Requester fields opens the selected person or organization record correspondingly in a separate window.

Assignment section - displays the assigned technician and/or group. Clicking the caption of the filled out Assignee Group or Assignee fields opens the selected person or group record correspondingly in a separate window.

Prioritization sub-tab - includes the following fields:

    • Service - shows the Service which is being provided when you submits this Incident. The list of possible choices includes only the Services created for Incidents. When the field is filled out, clicking its caption opens the selected Service in a separate window.

    • Urgency - displays the chosen urgency level that describes how quickly the issue should be resolved. The list of values is defined by your Alloy Navigator administrator.

    • Impact - displays the chosen impact level that describes how critical the issue is. The list of values is defined by your Alloy Navigator administrator.

    • Priority - indicates the order in which this issue must be resolved. Typically, this field is filled out automatically based on the selected Service, Urgency, and Impact. For details, see Calculating ticket's priority, response date, and due date.

    • Response Date - displays the date and time when the response is due. Typically, this field is filled out automatically based on the Incident's Service, Priority, and Submit Date. For details, see Calculating ticket's priority, response date, and due date.

    • Actual Response Date - indicates the actual response date specified by the assigned technician.

    • Due Date - displays the date and time when the Change Request is due to be completed. Typically, this field is filled out automatically based on the Incident's Service, Priority, and Submit Date. For details, see Calculating ticket's priority, response date, and due date.

Performance sub-tab - includes the following fields:

    • Submit Date - by default, displays the date when the incident record was created, can be edited.

    • Start Date - typically, shows the date specified by the assigned technician.

    • Completed Date - typically, shows the date specified by the assigned technician.

    • Time Spent - shows the sum of Time Spent values in all the Incident's activities.

    • Cumulative Time Spent - shows the sum of the Time Spent field values in this Incident and all its subordinate Work Orders (if any).

    • Closure Code - if the Incident is closed, displays the code that can be chosen when closing the Incident. The list of possible codes is defined by your Alloy Navigator administrator. Typically, those codes are used for reporting purposes.

Feedback sub-tab - includes the following fields:

    • Rating Enabled - enables the Incident requester to participate in a customer satisfaction survey, i.e. specifies whether the Incident requester has the ability to rate his/her satisfaction with the received support. For details, see Enabling customer satisfaction survey for Incidents.

    • Rating - displays the star rating specified by the Incident requester.

    • Comment - displays the optional comment specified by the Incident requester when rating the Incident.

Metrics sub-tab - displays various metrics that tell you whether the Incident was escalated, resolved, reopened, etc. and shows the actual resolution and response times. The business logic for automatic metric calculation is set by your Alloy Navigator administrator.

Untitled section - includes the following fields:

    • Related CI - displays the related Configuration Item (CI)Closed (Computer, Configuration, Contract, Document, Hardware, Location, Network, Organization, Person, Service, Software License, Tracked Software, or Group) . When the related CI is selected, clicking the field label opens the details of the CI record in a separate window.

    • Change Request - displays the Change Request associated with this Incident. When the Change Request is specified, clicking the field label opens the details of the Change Request record in a separate window.

    • Related Problem - displays the Problem associated with this Incident. When the Problem is specified, clicking the field label opens the details of the Problem record in a separate window.

Description section - shows the HTML text description (for details, see Using the HTML editor) of the Incident.

The General tab may also display various user-defined fields in an additional section if your Alloy Navigator administrator has configured them accordingly. The default name of this section is "Custom Data", although your Alloy Navigator administrator may have renamed this section.

NOTE: User-defined fields can appear also on the Custom Data tab (this is the default name of the tab; it can be renamed by your Alloy Navigator administrator).