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ITIL :: View topic - Automatic incident logging by mail
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Automatic incident logging by mail

 
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Tombr
Newbie
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Joined: Jan 29, 2008
Posts: 4

PostPosted: Wed Feb 13, 2008 1:10 am    Post subject: Automatic incident logging by mail Reply with quote

Hello y'all,

We would like to create a webform for automatic call logging by mail.

We ask the user to fill in the necessary information so we get structure in the emails the users are sending us.

Can you share your experience with me?

Does ITIL describes "the perfect logged incident"?

thx in advance,
T.
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dam
Senior Itiler


Joined: Sep 05, 2007
Posts: 57

PostPosted: Wed Feb 13, 2008 1:34 am    Post subject: Reply with quote

Hi,
You may find below a list of fields that could compose the “perfect incident record” straight from the ITIL blue book V2

But keep in mind: the data filled by the user is pretty different from the data that should be in the “perfect” incident record.

First of all you should offer to the user the simplest possible form, to make it easy to fill in it.

Second, to make an example a good incident record contains priority information. I recommend you not to give the user the possibility to choice the priority (say: low, medium, high), this is up to the service desk. Instead it is interesting to ask the user to give some details about the impact and urgency (nobody can work, a department cannot send email, etc…)

So asses what should be in your incident record and what information should be provided by the user in two different actions.

Annex 5C: Data requirements for service Incident records
The following data should be recorded during the Incident life-cycle:

unique reference number
Incident classification
date/time recorded
name/id of the person and/or group recording the Incident
name/department/phone/location of User calling
call-back method (telephone, mail etc.)
description of symptoms
category (often a main category and a subcategory)
impact/urgency/priority
Incident status (active, waiting, closed etc.)
related Configuration Item
support group/person to which the Incident is allocated
related Problem/Known Error
resolution date and time
closure category
closure date and time.

To have control during the complete Incident life-cycle, for every action is recorded:

name/id of the support group or person recording the action
type of action (routing, diagnose, recovery, resolving, closing etc.)
date/time of action
description and outcome of action.
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Mark-OLoughlin
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Joined: Oct 12, 2007
Posts: 306
Location: Ireland

PostPosted: Wed Feb 13, 2008 2:30 am    Post subject: Reply with quote

Hi,

keep the web forms as simple as possible and have the ServiceDesk and / or automation complete the rest of the ticket. The less the users have to fill in the more accurate the recorded information (believe it or not).
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Mark O'Loughlin
ITSM / ITIL Consultant
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3312
Location: London, UK

PostPosted: Wed Feb 13, 2008 2:45 am    Post subject: Reply with quote

One other thing. The form shoudl be restricted to 'authorized' users

In addition, the incident raised should be in a pending state which requires a Helpdesk person to review and either accept or reject the incident asa legitimate incident

However, the web form shoudl not be used to replace people per se. What it should be used for is reduce the number of calls that should come into the help desk.

Teh staff should be working to clear both the phone calls and the web forms incidents
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Mark-OLoughlin
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Joined: Oct 12, 2007
Posts: 306
Location: Ireland

PostPosted: Wed Feb 13, 2008 2:55 am    Post subject: Reply with quote

Hi,

yes it should be used to capture the low priority calls and not be a replacement for all calls. Also users should have the ability to view calls submitted but not to update them - this is a catch 22 but once assigned they should call in with any updates - once they have viewed the call.

Agreed that H/D should "touch" the tickets to ensure that they are assigned corectly and any issues that would casue the ticke tot be rejected are addressed.
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Mark O'Loughlin
ITSM / ITIL Consultant
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Tombr
Newbie
Newbie


Joined: Jan 29, 2008
Posts: 4

PostPosted: Wed Feb 13, 2008 6:03 am    Post subject: Reply with quote

Thanks a lot for your feedback!

C ya

T.
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Doober
Itiler


Joined: Apr 04, 2008
Posts: 30

PostPosted: Sat Apr 05, 2008 3:04 am    Post subject: Reply with quote

T.

Are you allready using a comprehensive tool for your other processes? It sounds more like you're looking for a nice self service tool than an actual "email" feature, am I right?
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