Diagnose and resolve an incident

As a customer service agent, review, diagnose, and resolve, and close an incident for the service-related issue experienced by the customer.

Before you begin

Role required: sn_ind_tsm_sdwan.PSEW_USER

About this task

The incident progresses through several stages from start to closure. It begins with a PSEW user reviewing and verifying the problem. Next is the diagnosis tab, where system-specified tests are executed to identify the root cause. After the tests, the PSEW user moves to the repair, creating a task to fix the identified issue. The agent follows the instructions in the repair task to address the problem areas. Once the repair is complete, the service is retested to confirm that the issue is resolved. Finally, the incident is resolved and closed based on the customer's feedback on the provided solution.

Procedure

1. Navigate to Workspaces > Service Operations Workspace.
2. Select the List icon.
3. Navigate to Incidents > Assigned to you.
4. Open an incident that is in the New or Open state.
5. Review and verify the incident.
   1. In the Overview tab, expand Summary, and then review and verify the general details for the incident.
      
   2. Expand Impact and review the remaining details of the incident.

      Table 1. Impact

      Activity	Description
      Affected CIs	Shows the affected configuration items (CIs).
      Impacted Services/CIs	Shows the impacted services.
      Assets	Shows the assets
      Affected Accounts	Shows the affected accounts.
      Affected Consumers	Shows the affected consumers
      Cases	Shows the cases

   3. Expand Cause.
   4. Expand Resolution.
   5. Select Continue.
6. Diagnose the incident to identify the root-cause of the problem.

   The decision table can be configured to control the visibility of the Diagnose and Run Diagnostics contextual panel tabs. For more information about decision tables, see Decision Tables.

   1. To generate the test results, select Run diagnostics from the contextual panel.
   2. In the run diagnostics panel, select CI/Service from the drop-down list.

      The drop-down list shows the configuration item and Affected CIs.

   3. Expand the cards in the Available test suite.

      To setup test definitions, see Setting up test definitions.

      To setup test group, see Setting up a test group.

   4. In the manual test, select single/multiple tests.
      In the automated test, selection of test isn’t available. The subflow that is configured for the test group would be invoked.
   5. Select Configure.
   6. In the Configure tests, fill the test mandatory characteristics form to activate the Run test button.
   7. Optional: In the test, select an option either to Run test now or to Schedule test for later.
   8. Select Run test.
   9. In the diagnose tab Test results section, select Refresh list icon.
   10. In the diagnose tab, expand the Test results and review the results of the tests conducted in the previous step, checking whether each test is passed or failed.

       The failed tests indicate that the issues causing the incident to be identified and need repair.

       The maximum number of rows to the group is limited to 20 rows. To configure the maximum number of rows more than 20 rows to the group, see Presentational List Usage.

   11. Optional: Select the View Details icon for a specific test result to review its details.
   12. Optional: Select the Rerun test icon for a specific test result to run it again.
   13. Select Continue.
7. Repair the incident by creating a new or automated repair task.
   • Select Generate automated task to automatically create a repair task.
   • Select Create repair task to manually create a customize repair task.
   A Repair task is created for all failed test cases related to the diagnosed incident.
   1. Select the repair task that you want to work on.
   2. In the Resolution task form, review the task details to identify the failed test and then work on those tests to fix the incident.
   3. In the Select field, select an appropriate state from the list to update or close the repair task, such as Closed complete.
   4. Select Save and close the resolution task.
   5. Select Continue.
8. Review the details of the incident in the Details tab.
9. View the incident-related records in the Related records tab.