Few questions around working with CIs on Incident form - what is the common practice?

[Tom Sienkiewicz]

Hi Folks,

I'm curious about some examples and feedback on how your agents are working with CI fields in your INC setup.

Trying to remodel current process a bit and it would be great to hear what works and what not. Here's my questions (please not I intentionally left out Service Offerings, as I'm mostly curious about the CI field):

1. For user-created INC, do agents always select Application Service in the CI field? Or if possible, they will try to select infrastructure CI?

2. If App Service is selected initially on INC form, do you replace it later with more specific infra CI in the same field? Or do you rather add any further CIs in the Affected CIs related list as a rule? If you keep the App Service, how does reassignment to more technical support teams happen?

3. If you do replace App Service with more specific CI in CI field, is it automatically re-assigning the INC to the support group of that CI?

4. For monitoring-generated INC, I assume infra CI gets populated in CI field. Do you replace it later with anything else like App service?

5. For reporting on Incidents, do you mostly rely on the CI field on the form, or do you rely mostly on the Affected CI related list?

Many thanks in advance!

Tom

[Dr Atul G- LNG]

Hi @Tom Sienkiewicz 

I'm curious about some examples and feedback on how your agents are working with CI fields in your INC setup.

Trying to remodel the current process a bit and it would be great to hear what works and what does not. Here are my questions (please note I intentionally left out Service Offerings, as I'm mostly curious about the CI field):

1. For user-created INC, do agents always select Application Service in the CI field? Or if possible, they will try to select infrastructure CI?

Atul: It depends on which field you are referring to, generally agents fill the CI and CI may be a application Sevice or CI Moistly it is CI need to filled by agent..

2. If App Service is selected initially on INC form, do you replace it later with more specific infra CI in the same field?

Atul: It's preferred to fill in the right CI the first time, as the CI might have some SLAs attached. However, in your case, it seems like you're in a new phase, so you can educate the agents to choose the best and closest CI.

Or do you rather add any further CIs in the Affected CIs related list as a rule?

Atul: It is OOTB work , I suppose.

If you keep the App Service, how does reassignment to more technical support teams happen?

Atul: The SD need to triage it manually no other way.

3. If you do replace App Service with more specific CI in CI field, is it automatically re-assigning the INC to the support group of that CI?

Atul: There is OOTB BR, auto-assigned based in CI / SO that works here.

4. For monitoring-generated INC, I assume infra-CI gets populated in the CI field. Do you replace it later with anything else like App service?

Atul: NO, keep the same CI.

5. For reporting on Incidents, do you mostly rely on the CI field on the form, or do you rely mostly on the Affected CI-related list?

Atul: CI on Form level.