Link Type/Stream/Status to Call Screen Set

You can link a call screen set to a specific issue type, IPK status, and IPK stream combination. This is done through a matrix of Types, IPK Statuses, and IPK Streams.

Key Terms

1. IPK - An abbreviation for Incident Processing Key. In ASM any entity on the break/Fix/Service Request (no workflow) is called IPK. This is potentially confusing since service requests are also lumped in. For the purposes of configuring and setting up ASM as a System Administrator, you can think of IPK as Break/Fix, including service requests that do not have workflow.

2. IPK Classes - IPK Classes represent legacy functionality for report groupings and you cannot change them. You can relabel them, if necessary.

3. IPK Status - IPK Statuses classify the ticket in broad terms. e.g., Incident, Problem, Known Error, etc.

4. IPK Stream - IPK Streams are like Swim lanes. For example you might have an IT stream, a Facilities stream, and an HR stream. In each of these streams, you can decide what IPK Status will be available to them. e.g., you may only give Service Request to the HR Stream, but Facilities and IT might get Incident, Problem, and major Incident.

5. Type Tiers - Type Tiers play a crucial role in categorizing and managing incidents efficiently. They allow for a hierarchical organization of incident types, making it easier to navigate and select the most appropriate category for each incident. Selecting the most accurate type and tier for an incident ensures more efficient processing and resolution. Here's a brief outline of how Type Tiers function:

   • First Tier Types: This is the top level of the hierarchy and consists of the broadest categories under which incidents can be classified. By default, the incident management system displays these types.

   • Lower Tier Types: These are more specific categories that fall under a first tier type. They allow for a more detailed classification of incidents. Navigation to a lower tier is optional and provides a more granular approach to incident categorization.

   • Limiting Type by IPK Status: Some systems offer the capability to limit the types available based on the IPK status. This means that lower tier types can be defined to only appear in the list if certain conditions, as specified in the IPK Settings, are met.

Incident Classification

Logging incidents with the correct classifications and in the appropriate manner is essential for several reasons:

1. Efficiency and Prioritization: Proper classification helps in identifying the severity and impact of an incident, allowing IT staff to prioritize responses effectively. This ensures that critical issues are addressed promptly, minimizing downtime and potential losses.

2. Accurate Reporting: Correctly logged incidents enable accurate reporting and trend analysis. Over time, this data can highlight recurring problems, assisting in identifying underlying issues that require long-term solutions, improving overall operational efficiency.

3. Resource Allocation: By understanding the types and frequencies of incidents (such as hardware faults within the "Hardware" stream), organizations can better allocate resources, plan training, and invest in necessary improvements or preventative measures.

4. Improved User Experience: Efficient handling of incidents, thanks to precise logging, leads to faster resolution times and less disruption for users. This enhances user satisfaction and trust in IT support services.

5. Compliance: In many industries, logging incidents correctly is not just best practice but a regulatory requirement. Accurate logs are crucial for audits, demonstrating compliance with industry standards and legal obligations.

6. Knowledge Sharing: Detailed and systematic incident logging contributes to the organization's knowledge base, facilitating quicker resolution of future incidents and fostering a culture of continuous learning and improvement.

By utilizing a structured approach to logging incidents, such as linking specific call screen sets to types, streams, and statuses, organizations can ensure that incidents are handled efficiently, support teams are empowered, and service improvement is an ongoing process.

Scenario: Organization A wants a specific call details screen displayed when an Analyst logs a hardware fault.

1. First, they create a call screen set for logging hardware faults, designing the call details screen to contain the fields they want.

2. Then they link this call screen set to

   • the issue Type = Fault

   • the IPK Stream = Hardware

   • and all IPK Statuses = e.g., Incident, Major Incident, Problem, Known Error, and Service Request

When an Analyst logs a call for the Hardware stream, and selects the Type as Fault, the Call Details screen belonging to the screen set linked to this combination is used.

You can restrict the Types available to analysts when logging calls by IPK Status in the Limit Call Types by IPK Status window.

Linking a Type, Stream, and Status Combination to a Call Screen Set

The IPK Stream must be linked to the IPK Status in the IPK Streams window.

1. Select ≡ > Admin > System Administration. The System Administration window appears.

2. In the Explorer pane, expand IPK Management.

3. Select Link Type/Stream/Status to Call Screen Set to open the window. Existing linked type/stream/statuses are displayed. You can adjust the column widths if required.

4. Part 1: Add a type to the Matrix if it is not already there

Complete the details.

5. Select Add to List to add this type to the matrix.

6. Part 2: Link the screen set to the type

   • Using the drop-down list, select a screen set. By default, the standard call screen set, Call, is selected for each type-status-stream combination.

7. After all screen sets are configured for each type-stream combination under that IPK status, select the next IPK status to configure in IPK Status.

If a screen set is appended with an asterisk (*) it means it has been deleted. You must select an active screen set

7. Save the changes. Provide the Change Reasons if prompted to do so.

If you change the screen set selection, any calls already logged using the previous screen set automatically use the Details screen for the current call screen set.

Deleting a Link

1. Select ≡ > Admin > System Administration. The System Administration window appears.

2. In the Explorer pane, expand IPK Management.

3. Select Link Type/Stream/Status to Call Screen Set to open the window. Existing linked type/stream/statuses are displayed. You can adjust the column widths if required.

4. In the matrix, select the row representing the type-status-stream-call screen set combination you want to delete.

5. Select Remove From List. This button is disabled for first tier types. A warning dialog box appears.

6. Select Yes to continue or No to cancel the action. If there are lower level type tiers for the selected type, the message will alert you about this.

7. Save the changes.

8. Provide the Change Reasons if prompted to do so.