Action & Review External Incidents

You can review past and current incidents that have been external forwarded to you for action. Past Incidents are Incidents that were raised some time in the past and have since been closed after resolution. Current Incidents are Incidents that are open and pending resolution.

From your Home page, select the Incident within the Your External Incidents summary and click the    button.

- OR

Use the procedure below to search for an external incident.

To begin your search, follow these steps:

  1. Select the Action & Review External Incidents menu option. The Action & Review External Incidents page is displayed.

- OR

From your Home page, within the Your External Incidents summary, click More Outstanding External Incidents.

  1. Select the ownership of the Incident for which you are searching using the Search Within radio buttons. Only one option can be selected. The options available are:

·         Selecting Your Contracts' Incidents return Incidents that are linked to contracts which in turn have you linked as an external officer.

·         Selecting All Incidents will return results on all Incidents that you have permission to view. This would include all Incidents forwarded to the external supplier to whom you are linked as an external officer.

  1. In the Incident No field, type the Incident number or Call number. Leave this field blank if you are not searching for a specific Incident. If you specify Incident number, it takes precedence over all other search criteria. Only the Incident number is then used for locating Incidents.
  2. Select the Incident status. The Incident status can be Pending External Action, Completed < 1 Week or Completed < 4 Weeks. Only one option can be selected.
  1. You can use the Advanced Search Criteria fields to narrow the scope of your search by specifying additional search criteria. See Using Advanced Search Criteria below.
  2. Go to step 6 in the Advanced Search procedure below.

Troubleshooting:
If your search does not return any results, modify search criteria to make it more general. You can do this by searching for All Incidents and clearing the options under Advanced Search Criteria.

If your search returns too many results, refine your search by providing more information about the Incident/s for which you are searching. You can do this by completing the Advanced Search Criteria options.

Using Advanced Search Criteria

The Advanced Search Criteria function provides you with more search options. You can use this function to assist your search should the standard search not yield the desired results.

  1. Type in key words in the Text Search field. The search looks in all searchable text fields for Incidents that match the typed entry.
  2. Type the name of the service for the Incident for which you are searching in the Service field or click the search button to display the Service Search page.

a.       On the Service Search page,

b.       Select to Search Within your services or all services.

c.       Or enter a Service reference number or part of a service reference number in the Service Ref field.

d.       Or select a Service Type from the drop-down list.

e.       Click . Services are displayed in a summary format.

f.        Click to select the Incident. You are returned to the Log an Incident page.

  1. Click in the Type field and select an Incident type from the list. If a sub-type is defined for the type selected, a list is displayed from which to select. Select a sub-type from the list. Further sub-types may appear if they are defined for the selected sub-type.
  2. From the Priority list, select the priority relating to the Incident/s for which you are searching.
  3. Type dates in the Log Date From and Log Date To fields to specify the time period between which the Incident/s you are searching for were logged. Dates are in YYYY-MM-DD format.
  4. Click Search to view the search results. Your search results are displayed on the External Incident Summary page. You can view the details about an Incident by clicking .

From the Incident Details page, you ou can add a note by clicking the Add Note button, or attach an object, such as a screen shot, by clicking Attach Object.

To return to the Action & Review External Incidents page, click the Back button.

Deferring an Incident

There may be times when you would need to defer an Incident, for example when you need additional information from the organization that forwarded the call to you. You can defer an Incident that has been forwarded to you for completion, and complete it at a later stage.

Use the Comments field to specify any relevant comments about the Incident. To defer the Incident, click Defer on the Incident Details window. A message indicating that you have successfully deferred the Incident is displayed.

Completing an Incident

Once you have completed the work assigned to you via an Incident, you can mark the Incident as completed. This will send a notification to the officer responsible for the Incident; this officer can then close the Incident in VMware Service Manager.

Use the Comments field to specify any relevant comments about the Incident. Click Complete to mark the task as completed. A message indicating that you have successfully completed the Incident is displayed.

 

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