Incident management

Introduction

A ticket is a digital representation of registered incident. Incident management is the process of finding problems in street lighting or equipment. Created once, a ticket can be handled by responsible user, or transferred to another user or organization.

An organization is a legal entity participating in the street lighting service delivery. It could be a City Major Office, Project management Team, Service provider, hardware vendor, etc. Each organization could have many users. One of the organization’s user shall be appointed as ticket recipient (mediator).

Ticket Streams

All tickets are pre-filtered:

• My: active tickets assigned to the signed in user.
• Organization: active tickets assigned to the users from organization to which logged in user belongs.
• All Active: all active tickets without filtering by users or organizations.
• Archive: all closed tickets without filtering by users or organizations.

Table columns are different in streams.

Ticket Properties

Ticket could be open or closed:

• Open - all operations are allowed in accordance to the action limitations
• Closed - incident successfully resolved or canceled.

Only a user who has created ticket can close it. Closing ticket does not change ticket final state.

Incident Management Flow

The basic incident management flow includes:

• Register incident: create new ticket
• Report: a ticket is in progress
• Report: a ticket is fixed
• Close incident: close the ticket

Alternative process flow could include:

• Transfer ticket to another user or organization, if it is found that it’s responsibility of other organization.
• Delete ticket (if it’s duplicated or mistaken)
• Specify object cabinet or mounting if it was not known before.

Commenting ticket always allowed at any step of incident’s life cycle.

Register incident: create new ticket

1. Choose menu item Control->Tickets in the main menu.

   

2. The last selected ticket stream is shown. Click green button Add New located on right of the tool bar.

   

3. The modal window with required ticket attributes is shown. Enter value at least to mandatory values marked with (*).

   

   3.1. Choose short, sustainable ticket’s title. The title will be visible in the ticket streams.
   3.2. If an object (cabinet or mounting) is known, choose object type from the combobox and object in the suggestion box.

   3.3. Long text explaining an issue if necessary.
   3.4. By default, Regular priority is assigned. Change it if necessary.
   3.5. Select organization and organization’s user who be appointed to resolve issue.

   There are two configuration parameters setting an organization and user are default issue resolver.

   3.6. Click Assign to me, to quickly initialize attributes Organization and User by your data.

   3.7. Press button Save. Ticket created. If checkbox Go to details was set user forwards to the ticket page.

4. A ticket created. The ticket appears in the streams:

   • All Tickets - visible to everyone
   • My - visible to assigned user only
   • Organization - visible to all users from organization who is employer of assigned user.

Report: a ticket is in progress

1. Choose a ticket in the stream. Click to the link in columns ID or Title.

​ 1.1. Change the ticket state to In progress. It will show to everyone, that work is started
​ 1.2. Reassign the ticket to another organization, if the incident shall be resolved by another organization.

The user will be changed automatically too. Will be choosen user who plays mediator role of the organization.

​ 1.3. Reassign the ticket to another user of your organization.

A triangle shows that the ticket assigned to the current user.

​ 1.4. Put comments to any ticket, even if it’s not assigned to you currently.
​ 1.5. Return the ticket to the onwer, if you don’t understand or you could not reproduce it.

2. The work on incident is considered as started by chaning tiket state to In progress.

   If the ticket is reassigned to another user inside the same organization, the another user shall change state to In progress.

Report: a ticket is fixed

1. Activity list holds all changes

2. Add comment explaining incident resolution details.

3. Change ticket state to Done.

   

4. Click button Return to Owner. Confirm operation. The page will look like following:

   

Incident Could not be Resolved

1. Add explanation why incident cound not be resolved.
2. Change ticket state to Canceled.
3. Click button Return to Owner. Confirm operation.

Close incident: close the ticket

The ticket can be closed only by ticket owner. The owner looks ticket like following:

1. Comment, Edit or Delete ticket if it’s required.
2. Click button Close to close the ticket.

Ticket Action Limitations

In accordance to the current user who holds the ticket, the list of actions are limited.

* - if current user is not an onwer

Alternative ways of registring incident

1. The button in the header of the application:

2. Cabinet page

   

3. Mounting page

   

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