IPK Statuses
According to ITIL, a call can be logged as an Incident, Problem, Major Incident, Known Error or Service Request, collectively referred to as ‘IPK’ in ASM Core.
ITIL Terminology: Understanding the Differences
Incident: A minor issue that disrupts the normal operation of a service but doesn't result in a significant downtime or disruption. An incident can be a warning sign of a deeper underlying issue.
Major Incident: A significant issue that causes widespread disruption to a service. It's essentially a more severe incident with a higher impact on business operations. Major Incidents usually require swift action to restore service.
Service Request: A request from a user for information, advice, a standard change, or access to a service. Unlike incidents, service requests are not about fixing something that's broken but are pre-defined and often involve granting something to the user.
Problem: A deeper underlying cause of one or more incidents. Problems can exist without directly causing incidents. Identifying and resolving problems is key to preventing repetitive incidents and improving service quality.
Known Error: A problem that has been analyzed but not resolved. A workaround may be available. Known errors are documented with their cause and workaround, so that if incidents occur, they can be rapidly addressed or mitigated.
Understanding these terms and their relationships is crucial for efficient ITSM processes and for improving the overall user and customer experience.
In ASM IPK (Incident, Problem/Known Error) statuses identify the call type in ITIL terms. A call is generally logged as an Incident (that is, a minor incident). Major Incidents are usually linked to Incidents, where workaround information is available.
If a number of similar Incidents are logged relating to an issue, one of those Incidents can be promoted to, or can initiate, a Problem. A Major Incident can also be promoted to a Problem.
When the source of the reported issue is diagnosed or identified, Problems can be promoted to, or can initiate, Known Errors.
Users can log a request for service (Service Request) if they want any additional service provided.
Creating an IPK Status
You can create new IPK statuses, but cannot delete the default statuses: Incident, Problem, Known Error, Major Incident, and Service Request.
The default IPK statuses can be renamed, re-ordered in the list, and assigned a different abbreviation.
Before you start
As some parameters are read from the database at application start-up, we recommend that there are no Analysts logged on when you make changes to system settings.
You must have IPK Setup selected in the Admin tab of your General Access Security Role.
Ensure you are in the correct partition before applying the settings.
Enable IPK Statuses and Streams must be selected in the IPK Settings window.
Select ≡ > Admin > System Administration. The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select IPK Statuses to open the window. The statuses are displayed, along with their details. You can adjust the column widths if required.
Select the New icon. A new row is inserted in the IPK Status table.
Complete the details.
| Name | The name you want to use for the status |
|---|---|
Abbr. | A one- or two-character identifier for the IPK status |
Color | Using the drop down box, select a color you want to associate with the IPK status. This color appears on the Call Linking Diagram. |
Report Grouping | The IPK class used for classifying the current IPK Status. Change the IPK class by selecting a new value from the drop-down list. The names of the available classes can be changed in the IPK Classes window. |
Add Me IPK Status | Select to allow this status to use the Add Me Capability. This will allow you to publish these types to the portal for Users to Subscribe to - or "Add themselves". See the section in Global help for "Add-Me". |
Add Me Call Template | Select the call template you want to use for the calls that will be logged when users click "Add Me" from the portal. |
Knowledge Req | Select to create a knowledge entry every time a call with the current IPK Status is closed. |
Matching Calls | Select to display Calls in the Matching Panel of calls with this IPK Status |
Matching Knowledge | Select to display Knowledge in the Matching Panel of calls with this IPK Status |
Use the buttons to arrange the list in the order in which you want it to appear in drop-down lists.
Save the changes.
Provide the Change Reasons if prompted to do so.
Updating an IPK Status
Select ≡ > Admin > System Administration. The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select IPK Statuses to open the window. The statuses are displayed, along with their details. You can adjust the column widths if required.
Rename an existing status by typing over its name and abbreviation.
To change the color assigned to an IPK status, select the drop-down and select a different color.
Select any other relevant values.
Save the changes.
Provide the Change Reasons if prompted to do so.
Changing the Order of IPK Statuses
Select ≡ > Admin > System Administration. The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select IPK Statuses to open the window. The statuses are displayed, along with their details. You can adjust the column widths if required.
Select an IPK status in the browse table.
Select the row to change its order in the table. This is the order in which the statuses will be displayed on the Call button when an analyst logs a call.
Use the Up and Down icons to move the row in the table.
Save the changes.
Provide the Change Reasons if prompted to do so.
Deleting an IPK Status
Select ≡ > Admin > System Administration. The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select IPK Statuses to open the window. The statuses are displayed, along with their details. You can adjust the column widths if required.
Select the IPK status you want to delete by selecting in the relevant row.
Select the Delete icon. If you attempt to delete the system default, you will receive a warning message.
Save the changes.
Provide the Change Reasons if prompted to do so.
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