The Incidents index table is an accumulation of all incidents in SWSD. This can include incidents opened trough the SWSD customer portal, by email, and through integration with Orion.
The Incidents index table reflects All Incidents by default. (See List View for information on how to filter, edit, and customize to best meet your needs. More information about views is available in Service Desk Agent.)
Understand the columns in the incidents index table
You can choose to display:
- SLA breaches and Next Breaches (SLA warnings prior to next breach).
There is a great deal to analyze from this information. For additional SLA details, see Service Level Management.
- State of the incident.
The State can be updated directly from the Incidents table view.
Last Assignee change at.
Shows the timestamp of the last assignment/reassignment.
Last State change at.
Shows the timestamp of the last State change.
# of reassignments.
Shows the current count of reassignments.
- Incident/Service Request.
Indicates whether the record is an Incident or Service Request. This is useful for sorting the Incident Index and when exporting for reporting purposes.
Site to help with automating tickets.
To assist with Service Monitoring, SolarWinds recommends that you filter by:
- First assigned at. Filter the Incident Index by the time records were first assigned.
- First response. Filter the Incident Index by the time records were first responded to.
- Open during. Filter the Incident Index by incidents that were open during the time frame you want to review.
Additional features you can use and actions you can perform directly from the Incident index table include:
- Triage the ticket
In-line edit. You can perform an in-line edit when hovering over any column to make changes directly.
For example: Hover over the State to reveal the menu and change the State from New to Assigned. Other in-line edits will also work.
- Eagle eye icon. The eagle eye icon allows you to preview the ticket details. Hovering over the eagle eye will open a new window. If you click the eagle eye, a pane providing additional details will open to the right.
- Comment in the ticket
- Comment. Enter a private (internal use only - not displayed to end user) or public (visible to everyone) comment by clicking the lock/unlock icon.
- @ (at mention). Identify individuals and/or teams to have an email automatically sent to them.
- Rich text editing. Use rich text when editing directly from the Incident.
- Attachments. By selecting the Attach icon you can attach a file from your computer, dropbox, or an existing solution. Attachments can assist agents in providing faster service.
Post. You can send information directly to the end user by clicking on the Post icon. Make sure the comment is public. Private comments are not shared or visible to the end user.
If more than one agent is in a ticket at the same time, you will see avatars of the other agents viewing the ticket.
Attachment of solutions
When you attach a solution in the comment section, the comment is automatically added to the right pane.
When you attach directly in the right pane, the information is used for relationship building.
As AI becomes familiar with your account, you will find “smart suggestions” to additional related tickets.
The last column on the Incidents Index page, labeled Sentiment, is important to notice as it is used to guide the IT technician in how to proceed. Sentiment uses AI to determine the level of agitation of the requester. If the requester is already agitated, then it is best to give his Incident priority and resolve it as soon as possible.
In addition to all the features listed above, notice the five button icons in the upper right corner of the screen. These icons are found throughout your SWSD on the following screens: Incidents, Problems, Changes, Releases, Solutions, and Service Catalog. A subset of these icons are on the CMDB screen as well.
- In-context search . By entering keywords such as New, Assigned, Resolved, etc., you can limit your search to reflect only Incidents in the respective states.
- There are a number of ways to refine your search :
- Type an asterisk (*) at the end of a word search to see results containing the specified letter sequence.
Description:gmailfor all incidents with gmail in the description.
State:Newfor all new tickets.
- To identify a specific user:
Requester:first nameto search for specific requester.
Assignee:first nameto search for specific assignee.
comments:first nameto view sent and received comments.
If you have enabled any filters within your in-context search, be aware that search will be limited to only items matching the filter criteria.
- There are a number of ways to refine your search :
The Add icon allows you to create a new incident and/or attach a Problem, Change CI, etc.
Learn how to How to convert an incident to a service request.
- The Actions button serves multiple purposes. You can:
Select and open the menu, which allows you to access:
- Mass Update
- Login History
- Import (This feature is very helpful during the onboarding phase; proper import allows you to easily transfer existing data into your SWSD. See CSV Imports for instructions.)
Export via CSV, XML, PDF, and more.
Review information for a specific Incident (click the Incident title to reveal the details page).
Here you will find the button, from which you can:
- Export the Incident to PDF.
When you select PDF Export, a menu appears that allows you to select which tab(s) you want to export. For example:
The Help icon reveals additional information and a tutorial on how to better understand your tasks.
Look at an individual incident
Let's look at individual Incidents from the Incident Index page.
Select an Incident name from the Incident Index page.
This reveals a new window with Incident details such as Name and any additional information entered about the Incident created.
On the right pane of the screen, you will find associated details, such as:
Identify redundant tickets
Sometimes users submit the same ticket more than once. The AI built into your SWSD recognizes such duplicates and highlights them to allow you to consolidate the effort of resolving the ticket.
After you have entered all the information available to you, click Create to save your information. Take notice, your New Incident form is intuitive and interactive. Most fields provide a user-friendly menu, and many factors have been taken into account to ensure the incident is resolved as smoothly as possible by gathering all relevant details as soon as the form is completed.
Directly from this form, you can utilize the details provided in the tabs such as, Comments, Details, Related, etc., to gain further insight into the Incident.
- In the Comments tab you can find general information added by a technician.
- In the Related tab, click Actions to reveal a menu. When you select Changes, a new window appears where you can choose from approved CCI templates to streamline and accelerate Change Requests and execution of Incidents.
At times, requesters open an incident rather than submitting a service request. When you come across such an issue, it is easy to change the ticket type.
Review the steps below:
- From your Incident Index page, select the relevant incident and click on the Incident title.
In the upper right-hand corner, click Actions and select Convert to Service Request from the dropdown menu.
- Select the relevant Service Request, and then click Next.
- The Convert to Service Request window appears. Hover over the window, then move it around to uncover relevant data on your main screen. This allows you to copy and paste needed information from the original Incident into the new Service Request.
The Incident number will not change, which ensures that anyone subscribed to the original Incident will continue to receive relevant notifications.