Incident Management Business Logic Modules

Predefined Content Guide › Business Logic Modules › Incident Management Business Logic Modules

Incident Management Business Logic Modules

The following sections describe the generic business logic modules used in the metrics common to helpdesk services. These rules are applicable to calculate metrics of incident management, problem management, and change management.

Incident management modules calculations are based on a certain incident life cycle. The life cycle of an incident is reflected in the different statuses a single incident receives.

The following table lists the incident statuses, the meaning of each of the incident statuses, and their impact on calculations. The incident life cycle is applied to both problems and changes.

Ticket Status	Description
Open	Generated once in a life cycle of an incident, it is created when the ticket is first registered in the helpdesk system.
Reopen	Can be generated once only after Close status. A reopen event is considered toward calculations as a new incident.
InProcess	Generated once in a life cycle of an incident. Generated when work starts on the ticket and someone is actually investigating and working in order to find a solution.
Pending	Generated when any activity situation starts that is considered to be not included in the total resolution time period such as: waiting for the customer's response\input, waiting for equipment from supplier or any third party dependency. Can be generated multiple times for a single incident. In order to stop pending time for an incident, InProcess event should be received again.
Resolved	Generated once in a life cycle of an incident. Generated when a solution is provided for an incident and was communicated to the customer.
Closed	Generated once in a life cycle of an incident.

If an incident has changed its priority, a Close event should be triggered in the change date and an Open event with the new priority should be triggered.

Incident Management Event Types

The following incident management event types represent the status of the incident in the incident life cycle for each incident that is managed:

Incident - Open
Incident - ReOpen
Incident - In process
Incident - Pending
Incident - Resolved
Incident - Closed

Change Management Event Types

The following change management event types represent the status of the change request in the life cycle for each change that is managed:

Change - Open
Change - ReOpen
Change - In process
Change - Pending
Change - Resolved
Change - Closed

Problem Management Event Types

The following problem management event types represent the status of problem in the life cycle for each problem that is managed:

Problem - Open
Problem - ReOpen
Problem - In process
Problem - Pending
Problem - Resolved
Problem - Closed

Incident/Change/Problem Event Type Structure

All incident events have identical structures, as listed in the following table:

#	Name	Field Type	Field Description	Required for Calculations
1	ID	String	Identifier of the Incident	Y
2	Priority	String	There are three priority levels allowed	N
3	Customer	String	Customer ID	N
4	Service	String	Service ID	N
5	LocationName	String	Location Name for multi-location environment	N

The following Service Domains utilize this event structure:

Incident Management
Problem Management
Change Management