How do you monitor and track actions that come out of a major Incident? We currently track everything on a spreadsheet, but I was wondering if there was a module within TOPdesk that would be suitable for this so that we can keep clear links between MI, Problem records and known errors.
Thanks
Caz
+9Hi Caroline,
I think this depends on what you use major incidents for.
If this is just a way to inform (part of) your organization about a major disruption and publish it on the SSP, I would think you can track it within the incident itself.
Following ITIL practices a problem would be created if the major incident can't be solved quickly and keeps persisting or when multiple minor incidents keep occurring, without an apparent fix available.
This could become a known error if again no apparent solution is found for the registered problem, or until a solution becomes becomes available (for example in a later release).
When you need more teams or people together to come up with a solution, such meetings can be organized by the incident or problem manager in your organization.
If a major incident or problem has multiple actions that need to be taken, those can be registered and kept track of in the ticket, also by the corresponding incident or problem manager.
When something like a root cause analysis needs to be done, it's not unlikely that you use a specific document or template, outside of TOPdesk. If you want to keep track of this in TOPdesk as well, I would suggest to create an asset template for it where you document the fields that you want filled in and create and link it upon creation of a major incident.
This is very much like the Impact Analysis solution that TOPdesk already provides and can roughly be copied for the incident module: Extended Impact Analysis for Change Requests - My TOPdesk SSP
I think that this could be the module that you can use for more out of the box solutions, because you could also create an asset template for other types of recurring steps/actions you take within major incidents. Because you can link the asset to the major incident via the http action in a separate tab, this could be the clear link you're looking for.
If you're looking for something else or a more specific solution, I would like to know what actions you want to register and keep track of in the major incident.
Hope this helps!
Für diese Thematik nutzen wir 2nd-Level-Tickets. Diese kannst Du ebenso mit dem Majorticket/Problemticket/Change verknüpfen und so im scope halten.
Im 2nd-Level-Ticket kannst Du Teiltickets erstellen und in verschiedene Teams schicken.
Über eine automatisierte Aktion lassen wir bei Abschluss eines Teiltickets das dokumentierte Ergebnis ins 2nd-Level-Ticket schreiben (leider kommen die Infos nicht anders ins Hauptticket zurück).
So orchestrieren wir diese Thematiken.
Denkbar wäre, die Ergebnisse des 2nd-Leveltickets dann nach Abschluss ins Problemticket zurückzuschreiben, um die Infos da zu haben, wo sie gebraucht werden.
BR
Thomas
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