Category Archives: Incidents

Another Intake Form – less pain in this (Service Manager) world

Posted on 22/04/2013 by

Service Desk employees are often faced with the situation that they do not know if the user that is calling is reporting an incident or has a request for service. By using a good questioning technique he can try to … Continue reading →

Posted in Incidents, Service Requests, Tasks | Tagged , , , , , , | 2 Comments

Linking Parent/Child Incidents together using Orchestrator

Posted on 06/02/2013 by

“How can I use SCORCH to link Parent Incidents with Child Incidents?” seems to be a common question that I get a lot. So I decided to write a quick post on this topic. In this example I will use … Continue reading →

Posted in Classes and Relations, Incidents | Tagged , | 1 Comment

More transparency in SLO Management by reusing the “Target Resolution Time” field

Posted on 19/05/2012 by

SM12 has a great feature for Service Level Management. I will not go into any details because this was already described here or here. With SM12 you are very flexible to deal with different service levels, metrics and also time … Continue reading →

Posted in Classes and Relations, Automation with Opalis, Workflows, Service Level Management, Incidents | Tagged , , , , , | 33 Comments

News in SCSM12 (Beta) #5 – Parent/Child Incidents

Posted on 30/10/2011 by

With SM12 it’s now possible to link multiple Incidents together. For that, a Parent Incident (or Master Incident) is created that then has relations to one or multiple Child Incidents. With SM10 this was only possible by linking multiple Incidents to Problem Records … Continue reading →

Posted in Incidents, Managing Objects | Tagged , , , , , , , , | 12 Comments