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Manual for Incident Management
Incident Management Manual, Version 2.0
TCS Public
i
Manual for Incident Management
About this Manual Purpose The purpose of this manual is to provide information about the Incident Management to the Agriculture Insurance Company Of India Ltd End-s. The main functionality of Incident Management is to manage the incidents logged and track them till closure. The will use this manual as a reference to:
, Re-open and Close the incidents
View the status of the incident ed.
Intended Audience AIC End-s, who will cidents.
Organization of the Manual Information in this manual has been organised as follows: Table 1: Organisation of this Manual Chapter
Description
Chapter 1
Provides a brief introduction to ICC Helpdesk
Chapter 2
Takes you on a quick tour of ICC Helpdesk. It gives a brief introduction about the general working features of ICC Helpdesk that you should keep in mind while working.
Chapter 3
Describes how to use Incident Management
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ii
Manual for Incident Management
Contents 1Introduction................................................................................................5 2Getting Started............................................................................................. 2.1Starting ICC Helpdesk.............................................................................................................. 6 2.2Logging In................................................................................................................................ 6 2.3 logging in for the first time............................................................................................... 7 2.4Using Menus and Toolbars........................................................................................................ 7 2.5Working with ICC Helpdesk....................................................................................................... 7 2.6Changing Default ................................................................................................... 8-9 2.7Logging Out............................................................................................................................ 10
3Incident Management.................................................................................... 3.1ing an Incident...................................................................................................... 11-13 3.2Incident History & Status Check ....................................................................................... 13-16 3.3Incident Reopen ............................................................................................................... 17-18 3.4Incident .................................................................................................................. 18 3.5Close Incident................................................................................................................... 18-19 3.6 AIC Helpdesk Details : ............................................................................................ 20
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ii
List of Abbreviations
Abbreviation/
Description
Acronym CTIS
Category,Type,Item,Summary
AIC
Agriculture Insurance Company of India
ICC Helpdesk
Incident Management tool Provided by TCS
Manual for Incident Management
Introduction
This Manual gives an overview of the basic functionality and features of ICC Helpdesk for Incident Management module It guides you to perform various operations like ing an Incident, Reopening an Incident, viewing the History. ICC Helpdesk is a -friendly application that provides secured access to the s and has a mechanism in place for obtaining valuable inputs and/or suggestions from the . It provides on-screen help to the s. All the components and functionality of ICC Helpdesk which are helpful to the End are explained in detail in the following sections of the document.
TCS Public
5
Manual for Incident Management
Getting Started This section provides information on how to use the ICC Helpdesk application and describes the functions that can be performed by .
2.1 Starting ICC Helpdesk You need to type-in the following URL in the Internet Explorer (I.E version 6.0 or higher). https://icchelpdesk.tcsicc.com 2.2 Logging In Enter your Id and default given below for the first time logging to ICC Helpdesk. The ID is usually your Windows domain ID.
Example: ID: Default :
avinandag ( Windows Domain ID) T@T@1234
Figure: ICC Helpdesk – Page
TCS Public
6
Manual for Incident Management
2.3 After logs in When a logs in with his/her Id/, the Home page is displayed as shown below
Figure: ICC Helpdesk Home page
2.4 Using Menus and Toolbars You can select the required option by clicking the respective icon displayed on the Home page. Please refer to the screen shot of the ICC Helpdesk application’s Home page as shown above.
2.5 Working with ICC Helpdesk On logging on to ICC, depending on the permissions given, you will be able to see various options, like New Incident, New CR, and so on. New Incident Opens the Registration page where New Incidents can be ed.
TCS Public
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Manual for Incident Management
Check Status Opens the History page where you can view all the Incidents that you have raised.
FAQ Opens a document containing Frequently Asked Questions (FAQs).
2.6 Changing Default
Once you have logged in, you have the option to change your default . To Change the default you need to click on New Incident button on the Home Page & Select Change option on the left as shown below. Please your New .
Figure: Change Option
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Manual for Incident Management
Figure: Change Page
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Manual for Incident Management
2.7 Logging Out Click the button located at the upper right hand corner of the page to log out of the ICC Helpdesk application. This button is present on every page as shown below.
Figure: Page
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Manual for Incident Management
Incident Management The Incident Management pertains to various scenarios, as listed below: 1. Incident (Logging) Registration 2. Incident History & Status Check 3. Incident Reopen 4. Incident 5. Close Incident Incident can be ed (logged) by self or by IT Help Desk Operator
2.8 ing an Incident After clicking the icon New Incident, ICC Helpdesk Registration page appears as shown in the Registration Page, where you can log the Incident.
Registration Page
Incident Template: Not Applicable for AIC Incident is classified into four sub levels called as ‘CTIS’. CTIS: stands for Incident Category, Incident Type, Incident Item, and Incident Summary.
TCS Public
11
Manual for Incident Management
You will see a drop down list on the screen, from which the required value for the category is to be selected. The values in the drop down list are related to the previous selection, that is, once the value for the Category is selected, the drop down for Type is populated with the values related to the selected Category, and so on. Call Type: Select the call type as incident or new request. Source Type: Select Web if you are accessing the tool over web. When you call the service desk or send an email to service desk, appropriate source type will be selected by service desk. Description of Incident: This is a free text area which you can use to enter the description of the incident in detail, up to 2000 characters. Employee Details: Displays details of the who is logged in currently. It will display your details like your Employee number, name, location, and so on, in the respective fields. These fields are auto populated and cannot be edited. Temporary Information: This can be used to enter you current (temporary) information if you have temporarily moved to another location. Please select your Branch, Location & Telephone No. details which are mandatory fields. Attachments is used to the document if any (generally a word document containing screen shot of the error being faced, if applicable). You can a maximum of 5 attachments, maximum size of 2 MB for each attachment. The fields having a red astrix (*) marked on the right side are mandatory fields. Following are the mandatory fields to log an Incident. These are shown in RED Text
Incident Category
Incident Type
Incident Item
Incident Summary
Call Type
Source Type
Description of Incident
Branch
Location
Telephone No.
After filling all the necessary details, submit the Incident by clicking Submit button, Usually Branch, Location and Telephone No and Email information will be populated automatically. If you notice any change in information populated e.g., Telephone no. displayed is changed or incorrect you can type in the correct Telephone no. This will help the Service Desk person to you on no. provided to you for further assistance.
TCS Public
12
Manual for Incident Management
If the Incident is ed successfully, the following information is displayed (See figure below):
Incident No. which is the reference for the ed Incident. Logged Date and time. The message “The ticket has been logged in successfully” appears after an incident has been logged successfully in the ICC Helpdesk application.
Figure: Incident is logged successfully
2.9 Incident History & Status Check An email notification will be sent to you after the Incident is logged successfully. Once the Incident is logged successfully, it can be viewed through History screen.
You can use the History screen to view all the incidents logged by you so far, along with the details like ‘Status’, current ‘Person Responsible’ to solve the Incident, and so on.
TCS Public
13
Manual for Incident Management
Figure 5: History Screen If you click on a Ticket No., it will display the Incident page in which you can see the In-Charge icon if that ticket is picked up by a engineer. By clicking InCharge icon, you can view the details like Name, email id and number of the Engineer working on the ticket.
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Manual for Incident Management
Figure: In-Charge ( Engineer) Details In Charge: In Charge is the Engineer who is responsible for providing the solution for the incident logged.
STAGES IN INCIDENT LOGGING SR .NO
STAGE
1
OPEN
2
WORK IN PROGRESS
3
PENDING
4
RESOLVED
TCS Public
COMMENTS New Incidents are logged by and CCM.Net tool generates unique ticket number for reference Once Incident is logged and the service desk engineer assigns ticket to concerned team and ticket status changes to work in progress Pending status will be shown when the Engineer is waiting for some solution by third party or asks for any additional information from the . The Engineer needs to mention the reason for pending and the ticket pending till date and time, after receiving of the relevant information the ticket can be again put into “work in progress “ status Once Engineer finds the correct solution for the problem, he updates the ticket as “Resolved” and also gives the solution description.
15
Manual for Incident Management
5
CLOSED
6
Re-Open
Once the Incident is Resolved, the will get Email Notification about the Incident Resolution. End can either close the Incident, if satisfied with the solution or has the option to Re-Open the Incident with reason for Reopening of the Incident. If End doesn’t close the Incident Ticket manually then the Incident Ticket will be Auto Closed by System after 72 hrs of Resolution Time. If End is not happy with the solution provided then he has option to Reopen the Incident with Reason for re-opening the Incident. The Incident Ticket no. will remain same but will be appended with letter “R1” at end e.g 3600045-R1. The Reopen Incident will follow the same workflow as New Incident
DIFFERENCE BETWEEN RESOLVED AND CLOSED INCIDENTS Sr No.
RESOLVED
CLOSED
1
Resolved Incidents can be reopened within 72 hrs. of resolution time
Closed Incidents cannot be reopened , new Incident has to be created in such cases
2.10
Incident Reopen
Once the incident is resolved, the engineer will change the status of the incident ticket to ‘Resolved’. You will receive an email notification once the ticket gets resolved. If you are not satisfied with the solution provided, you can re-open the incident ticket or else you can provide and Close it. For Reopening an Incident, click on History, select the Incident no. and then click on Re-Open button at the bottom of page as shown below. While reopening the Incident the field Reason to Relog is mandatory. provide the reason for re-opening the ticket in this field.
Please
When the Incident is re-opened, it is routed through same workflow as a fresh Incident.
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16
Manual for Incident Management
Figure 8: Reopen an Incident
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Manual for Incident Management
2.11
Incident
You can give on the resolved Incident. Clicking button opens a screen which displays pre-configured questions. Please provide your and save. (Providing is optional)
2.12
Close Incident
If you are satisfied with the solution provided, you can close the Incident by clicking the Close Ticket button as shown in above diagram. The ticket will be closed permanently. Once the ticket is closed, the is not allowed to provide or Re-open the ticket.
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Manual for Incident Management
Figure: Close Ticket
2.13
AIC Helpdesk Details : AIC Helpdesk Nos: 1-800-222-799 022- 67788079
Email: [email protected]
TCS Public
19
Incident Management Manual, Version 2.0
TCS Public
i
Manual for Incident Management
About this Manual Purpose The purpose of this manual is to provide information about the Incident Management to the Agriculture Insurance Company Of India Ltd End-s. The main functionality of Incident Management is to manage the incidents logged and track them till closure. The will use this manual as a reference to:
, Re-open and Close the incidents
View the status of the incident ed.
Intended Audience AIC End-s, who will cidents.
Organization of the Manual Information in this manual has been organised as follows: Table 1: Organisation of this Manual Chapter
Description
Chapter 1
Provides a brief introduction to ICC Helpdesk
Chapter 2
Takes you on a quick tour of ICC Helpdesk. It gives a brief introduction about the general working features of ICC Helpdesk that you should keep in mind while working.
Chapter 3
Describes how to use Incident Management
TCS Public
ii
Manual for Incident Management
Contents 1Introduction................................................................................................5 2Getting Started............................................................................................. 2.1Starting ICC Helpdesk.............................................................................................................. 6 2.2Logging In................................................................................................................................ 6 2.3 logging in for the first time............................................................................................... 7 2.4Using Menus and Toolbars........................................................................................................ 7 2.5Working with ICC Helpdesk....................................................................................................... 7 2.6Changing Default ................................................................................................... 8-9 2.7Logging Out............................................................................................................................ 10
3Incident Management.................................................................................... 3.1ing an Incident...................................................................................................... 11-13 3.2Incident History & Status Check ....................................................................................... 13-16 3.3Incident Reopen ............................................................................................................... 17-18 3.4Incident .................................................................................................................. 18 3.5Close Incident................................................................................................................... 18-19 3.6 AIC Helpdesk Details : ............................................................................................ 20
TCS Public
ii
List of Abbreviations
Abbreviation/
Description
Acronym CTIS
Category,Type,Item,Summary
AIC
Agriculture Insurance Company of India
ICC Helpdesk
Incident Management tool Provided by TCS
Manual for Incident Management
Introduction
This Manual gives an overview of the basic functionality and features of ICC Helpdesk for Incident Management module It guides you to perform various operations like ing an Incident, Reopening an Incident, viewing the History. ICC Helpdesk is a -friendly application that provides secured access to the s and has a mechanism in place for obtaining valuable inputs and/or suggestions from the . It provides on-screen help to the s. All the components and functionality of ICC Helpdesk which are helpful to the End are explained in detail in the following sections of the document.
TCS Public
5
Manual for Incident Management
Getting Started This section provides information on how to use the ICC Helpdesk application and describes the functions that can be performed by .
2.1 Starting ICC Helpdesk You need to type-in the following URL in the Internet Explorer (I.E version 6.0 or higher). https://icchelpdesk.tcsicc.com 2.2 Logging In Enter your Id and default given below for the first time logging to ICC Helpdesk. The ID is usually your Windows domain ID.
Example: ID: Default :
avinandag ( Windows Domain ID) T@T@1234
Figure: ICC Helpdesk – Page
TCS Public
6
Manual for Incident Management
2.3 After logs in When a logs in with his/her Id/, the Home page is displayed as shown below
Figure: ICC Helpdesk Home page
2.4 Using Menus and Toolbars You can select the required option by clicking the respective icon displayed on the Home page. Please refer to the screen shot of the ICC Helpdesk application’s Home page as shown above.
2.5 Working with ICC Helpdesk On logging on to ICC, depending on the permissions given, you will be able to see various options, like New Incident, New CR, and so on. New Incident Opens the Registration page where New Incidents can be ed.
TCS Public
7
Manual for Incident Management
Check Status Opens the History page where you can view all the Incidents that you have raised.
FAQ Opens a document containing Frequently Asked Questions (FAQs).
2.6 Changing Default
Once you have logged in, you have the option to change your default . To Change the default you need to click on New Incident button on the Home Page & Select Change option on the left as shown below. Please your New .
Figure: Change Option
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Manual for Incident Management
Figure: Change Page
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9
Manual for Incident Management
2.7 Logging Out Click the button located at the upper right hand corner of the page to log out of the ICC Helpdesk application. This button is present on every page as shown below.
Figure: Page
TCS Public
10
Manual for Incident Management
Incident Management The Incident Management pertains to various scenarios, as listed below: 1. Incident (Logging) Registration 2. Incident History & Status Check 3. Incident Reopen 4. Incident 5. Close Incident Incident can be ed (logged) by self or by IT Help Desk Operator
2.8 ing an Incident After clicking the icon New Incident, ICC Helpdesk Registration page appears as shown in the Registration Page, where you can log the Incident.
Registration Page
Incident Template: Not Applicable for AIC Incident is classified into four sub levels called as ‘CTIS’. CTIS: stands for Incident Category, Incident Type, Incident Item, and Incident Summary.
TCS Public
11
Manual for Incident Management
You will see a drop down list on the screen, from which the required value for the category is to be selected. The values in the drop down list are related to the previous selection, that is, once the value for the Category is selected, the drop down for Type is populated with the values related to the selected Category, and so on. Call Type: Select the call type as incident or new request. Source Type: Select Web if you are accessing the tool over web. When you call the service desk or send an email to service desk, appropriate source type will be selected by service desk. Description of Incident: This is a free text area which you can use to enter the description of the incident in detail, up to 2000 characters. Employee Details: Displays details of the who is logged in currently. It will display your details like your Employee number, name, location, and so on, in the respective fields. These fields are auto populated and cannot be edited. Temporary Information: This can be used to enter you current (temporary) information if you have temporarily moved to another location. Please select your Branch, Location & Telephone No. details which are mandatory fields. Attachments is used to the document if any (generally a word document containing screen shot of the error being faced, if applicable). You can a maximum of 5 attachments, maximum size of 2 MB for each attachment. The fields having a red astrix (*) marked on the right side are mandatory fields. Following are the mandatory fields to log an Incident. These are shown in RED Text
Incident Category
Incident Type
Incident Item
Incident Summary
Call Type
Source Type
Description of Incident
Branch
Location
Telephone No.
After filling all the necessary details, submit the Incident by clicking Submit button, Usually Branch, Location and Telephone No and Email information will be populated automatically. If you notice any change in information populated e.g., Telephone no. displayed is changed or incorrect you can type in the correct Telephone no. This will help the Service Desk person to you on no. provided to you for further assistance.
TCS Public
12
Manual for Incident Management
If the Incident is ed successfully, the following information is displayed (See figure below):
Incident No. which is the reference for the ed Incident. Logged Date and time. The message “The ticket has been logged in successfully” appears after an incident has been logged successfully in the ICC Helpdesk application.
Figure: Incident is logged successfully
2.9 Incident History & Status Check An email notification will be sent to you after the Incident is logged successfully. Once the Incident is logged successfully, it can be viewed through History screen.
You can use the History screen to view all the incidents logged by you so far, along with the details like ‘Status’, current ‘Person Responsible’ to solve the Incident, and so on.
TCS Public
13
Manual for Incident Management
Figure 5: History Screen If you click on a Ticket No., it will display the Incident page in which you can see the In-Charge icon if that ticket is picked up by a engineer. By clicking InCharge icon, you can view the details like Name, email id and number of the Engineer working on the ticket.
TCS Public
14
Manual for Incident Management
Figure: In-Charge ( Engineer) Details In Charge: In Charge is the Engineer who is responsible for providing the solution for the incident logged.
STAGES IN INCIDENT LOGGING SR .NO
STAGE
1
OPEN
2
WORK IN PROGRESS
3
PENDING
4
RESOLVED
TCS Public
COMMENTS New Incidents are logged by and CCM.Net tool generates unique ticket number for reference Once Incident is logged and the service desk engineer assigns ticket to concerned team and ticket status changes to work in progress Pending status will be shown when the Engineer is waiting for some solution by third party or asks for any additional information from the . The Engineer needs to mention the reason for pending and the ticket pending till date and time, after receiving of the relevant information the ticket can be again put into “work in progress “ status Once Engineer finds the correct solution for the problem, he updates the ticket as “Resolved” and also gives the solution description.
15
Manual for Incident Management
5
CLOSED
6
Re-Open
Once the Incident is Resolved, the will get Email Notification about the Incident Resolution. End can either close the Incident, if satisfied with the solution or has the option to Re-Open the Incident with reason for Reopening of the Incident. If End doesn’t close the Incident Ticket manually then the Incident Ticket will be Auto Closed by System after 72 hrs of Resolution Time. If End is not happy with the solution provided then he has option to Reopen the Incident with Reason for re-opening the Incident. The Incident Ticket no. will remain same but will be appended with letter “R1” at end e.g 3600045-R1. The Reopen Incident will follow the same workflow as New Incident
DIFFERENCE BETWEEN RESOLVED AND CLOSED INCIDENTS Sr No.
RESOLVED
CLOSED
1
Resolved Incidents can be reopened within 72 hrs. of resolution time
Closed Incidents cannot be reopened , new Incident has to be created in such cases
2.10
Incident Reopen
Once the incident is resolved, the engineer will change the status of the incident ticket to ‘Resolved’. You will receive an email notification once the ticket gets resolved. If you are not satisfied with the solution provided, you can re-open the incident ticket or else you can provide and Close it. For Reopening an Incident, click on History, select the Incident no. and then click on Re-Open button at the bottom of page as shown below. While reopening the Incident the field Reason to Relog is mandatory. provide the reason for re-opening the ticket in this field.
Please
When the Incident is re-opened, it is routed through same workflow as a fresh Incident.
TCS Public
16
Manual for Incident Management
Figure 8: Reopen an Incident
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Manual for Incident Management
2.11
Incident
You can give on the resolved Incident. Clicking button opens a screen which displays pre-configured questions. Please provide your and save. (Providing is optional)
2.12
Close Incident
If you are satisfied with the solution provided, you can close the Incident by clicking the Close Ticket button as shown in above diagram. The ticket will be closed permanently. Once the ticket is closed, the is not allowed to provide or Re-open the ticket.
TCS Public
18
Manual for Incident Management
Figure: Close Ticket
2.13
AIC Helpdesk Details : AIC Helpdesk Nos: 1-800-222-799 022- 67788079
Email: [email protected]
TCS Public
19
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