Incident Management ITIL V3 Module

An incident ticket or simply an “incident” keeps tracks of a technical issue within the IT:

• System down
• Network issue
• Application failure

An incident can be linked to a problem (ticket). For instance, when the same incident is occuring often and you would like to investigate the root cause of the problem. An incident can be linked to a change (ticket), if it requires the implementation of a modification. For instance, when installing a patch.

Incident tickets are managed by people having the profile Support agent.

Click on the “New incident” menu:

The following form is displayed:

Please refer to User requests management

Please refer to User requests management

Please refer to User requests management

Please refer to User requests management

Please refer to User requests management

Please refer to User requests management

It is sometimes useful to regroup incident tickets under an incident which is the root cause of the issue. For instance when a network device is down, you may have several servers reported as “not responding”.

To group tickets, use the field parent incident.

When an incident is parent of another ticket, each time its private and public logs are modified, iTop will automatically update the logs of the child tickets. When the parent incident get resolved, iTop will automatically resolve the child incidents.

Incident objects have the following life cycle:

Depending on the status of the object, the contraints on the properties vary as shown on the table below: