Incident

Incident Management

Incident Management is the process of identifying, analyzing, and resolving incidents that disrupt normal operations or pose a risk to business processes. The goal is to restore service as quickly as possible while minimizing the impact on the organization and maintaining quality and compliance.

In IT and service management (such as ITIL), an Incident is typically defined as an unplanned interruption to a service or a reduction in its quality.

Examples include system outages, application errors, or hardware failures.

How to create an Incident record:

1. Log in to https://itsm.pelatis.co

2. Navigate to the Incident Application in the left navigation

3. Click on 'Create' Incident

4. Fill the form and click on the create button

5. An incident record will be created

Incident Form

How end users (Customers) create an Incident record:

1. Log in to https://itsm.pelatis.co/site/csm

2. Once you land on the Portal, navigate to the Get help Widget on the Portal

Service Portal-Get Help Widget to create an Incident

1. Fill in the mandatory details required on the form and click on the 'Submit' button

2. The incident has been created with a unique Incident number

Incident is created

Incident List View and Dashboard

Record View - The Incident Record View is a customizable table interface that displays multiple incident records at once. It allows users (like service desk agents or IT staff) to view, filter, sort, and manage incident tickets efficiently.

Dashboard -Dashboards offer a centralized and customizable way to visualize data and monitor key metrics, supporting data-driven decisions for service managers and stakeholders. For eg:- Analyzing incident patterns based on state, urgency, and Priority to enhance user experience.

Key Features:

1. Real-Time Data Visibility

2. Enhanced Decision-Making

3. Improved Performance Monitoring