Proximity – Managing Incidents
Your Proximity dashboard provides an "Incident Summary" bar graph of your open and closed Incidents for the last six months.
Hover your mouse cursor over bars on the "Incident Summary" graph to view a breakdown of incidents for points in time, sorted by their Priority value. The Priority value (Critical, High, Medium, or Low) reflects a combination of the incident's Impact and Urgency values.
To add or remove graph data, click the corresponding legend entry below the graph.
To download a comma-separated value (CSV) file of the displayed graph data, click the Download icon above the graph.
The Proximity dashboard also provides a collapsible list of Open Incidents. To expand the list, click the "down" arrow button in the list header (the list is collapsed by default).
The "Open Incidents" list provides details about each open incident, including its Ticket ID, Priority, Assigned Group, Description, and amount of time since it was opened and updated. Clicking on an open incident entry opens the Incident Detail page for the incident, allowing you to view its details, add notes, and add or download file attachments.
The Proximity dashboard also displays an "Open Incidents" gauge, providing current information about open incidents, including their color-coded Priority (Critical, High, Medium, Low), or Status (New, Assigned, In Progress, Pending) values. To change the gauge display, click the Priority/Status buttons above the color-coded indicators.
The Priority value (Critical, High, Medium, or Low) reflects a combination of the incident's Impact and Urgency values.
Click the summary count at the center of the "Open Incidents" gauge to navigate to the "Incidents" tab of the Proximity Support page.
Creating New Incidents
To create a new incident entry:- Click CREATE NEW in the persistent header at the top of the page, and select Incident from the resulting menu. The Create New Incident page appears.
- Select the incident type from the "Type" drop-down list. Available values include User Service Request and User Service Restoration.
- Select the incident impact from the "Impact" drop-down list. Available values include Minor, Moderate, Significant, and Extensive.
- Select the incident's urgency from the "Urgency" drop-down list. Available values include Low, Medium, High, and Critical.
- To notify other users of changes to the incident by email, enter one or more email addresses in the "Cc Emails" field, separated by commas (254 or fewer characters).
- Enter a short (100 or fewer characters) description of the incident in the "Description" field.
- Enter any necessary or helpful details for the incident in the "Details" field.
- Select one or more configuration items (CIs) associated with the incident from the "Configuration Items" list by clicking the associated checkbox(es).
To filter the list of available configuration items according to type or data center, select the desired filter value from the drop-down menu above the list.
To perform a real-time search on the configuration item list, enter the desired search terms in the "search" field above the list. Proximity automatically filters the displayed list based on your entered search terms. You can search and filter your list based on any of the displayed column values in the list. - To add a file attachment to the incident, either drag and drop the desired file into the "Attachments" section, or click CLICK TO SELECT FILES and browse to locate and select the desired file.
- Click CREATE INCIDENT to create the incident, or CANCEL to cancel the operation.
The new incident appears on the Support page "Incidents" tab, detailed below.
Note: An incident's Impact and Urgency values are combined to determine the incident's Priority value, as reflected at the Proximity dashboard and the Support page "Incidents" tab.
Viewing Incidents and Incident Details
Incidents are listed on the "Incidents" tab of the Proximity Support page. To view your incidents:- Click Support in the Proximity navigation pane at the left side of the page.
- Select the "Incidents" tab.
The "Incidents" tab list provides the following information about each incident:
- Ticket ID
- Priority – Critical, High, Medium, or Low, derived from the incident's Impact and Urgency values
- Status
- Summary – description of the incident
- Configuration Items – names/nicknames of CIs associated with the incident
- Assigned Group
- Assigned To
- First Name
- Last Name
- Reported Source
- Submitted – the number of days since the incident was opened
- Modified – the number of days since the incident was last updated
Filtering and Searching Your Incidents
To filter your list to display all incidents, only open incidents, or only closed incidents, select All Incidents, Open Incidents, or Closed Incidents from the drop-down menu above the list. By default, the list displays open incidents.To filter your list of incidents according to a date range or time period in which they were submitted, click the "Date range" field above the list. The Date range pop-up window appears.
To perform a real-time search on your incidents:
- Enter the desired search terms in the "Search" field above the list. Proximity automatically filters the displayed list based on your entered search terms. You can search and filter your list based on any of the displayed column values in the list.
OR - Select "Incidents" from the "Search" field drop-down list in the persistent header at the top of the Proximity page, and enter your desired search terms in the "Search" field. You can search and filter your list based on any of the incident's displayed column values.
Downloading Your List of Incidents
Displaying/Hiding Incident List Columns
Viewing Incident Details
To view an incident's details, click the desired entry in the "Incident" tab list. The Incident Details page appears.
The Incident Details page provides the following information about the incident:
- Ticket ID
- Priority – Critical, High, Medium, or Low, derived from the incident's Impact and Urgency values
- Assets – Configuration items (CIs) associated with the incident. Click the hyperlinked CIs to navigate to each item's CI Details page.
- Type – User Service Request, or User Service Restoration
- Status
- Assigned Group
- Assigned To
- Contact Company
- Reported Source
- Submitted – the amount of time since the incident was opened
- Modified – the amount of time since the incident was last updated
- CC Emails – user email addresses to receive incident notifications
- Description
- Details
- Any Notes and Attachments
Adding Notes and Attachments
To add a note to the incident:- Enter the desired note text in the text field at the top of the page.
- To submit a file attachment with the note, click the "paper clip" icon to the right of the text field, and browse to locate and select the desired file. You can attach up to three files to a note.
- Click + to add the note to the incident.
The new note will be displayed on the Incident Details page. If an attachment has been submitted with the note, "attachment info" and "download" icons are displayed below the note.
Downloading Attachments
To download a note's file attachment, click the "download" icon below the note, and select the desired target location for the attachment.Providing Incident Feedback
For incidents with a status condition of "Closed," the Incident Details page provides a "Feedback" tab that allows you to rate the resolution of the incident, as illustrated below.
To provide feedback, click the "Feedback" tab and select a resolution feedback status ("Excellent," "Good," "Average," "Bad," or "Poor" by clicking on the star icons.
When a feedback status is selected, a text field is presented, allowing you to provide written feedback if desired. Click SEND to submit your feedback.