Siebel HelpDesk Guide > IT Service Management Solution Set >
Investigating and Diagnosing Incident Records
When the incident has been escalated to an assignment group, the assignment group begins to work toward a resolution. The assignment group typically assesses the incident details, collects and analyzes all related information, identifies possible resolutions, and updates incident report details. To identify solutions for incident records
- Navigate to the Service Requests screen > Service Requests - HelpDesk view.
- In the Service Requests - HelpDesk list, click the SR # link.
- Click the Solutions view tab.
- Click Add.
The Add Solutions dialog box appears.
- Select the solution you want to add, and click Add.
To associate incident records to other incident or problem records
- Navigate to the Service Requests screen > Service Requests - HelpDesk view.
- In the Service Requests - HelpDesk list, click the SR # link you want to associate to a known problem.
- In the Problem title field, click the select button.
- In the Pick Service Request dialog box, select the known error that matches the incident, and then click OK.
Related Topic
To link incident records to asset information
- Navigate to the Service Requests screen > Service Requests - HelpDesk view.
- In the Service Requests - HelpDesk list, click the SR # link you want to link to previous assets or caller information.
- Click the More Info view tab.
- In the Asset # field, click the select record.
- In the Pick Asset dialog box, select the asset to which you want to link the incident report.
Related Topics
Adding Assets to Request for Change Records
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