Executing the Incident and Problem Management Solution Scenario

The Incident and Problem Management Solution Scenario can be executed in Business Space. You can view the end-to-end execution, view reports, and also view the transaction state using the different forms and reports in Business Space.
Before you begin
Ensure that the following prerequisites are complete before you execute the Solution Scenario.
About this task
A CSR agent can execute the Incident and Problem Management Solution Scenario in Business Space by logging on to Business Space, creating a complaint ticket for a customer or network-related problem, providing details using forms, and submitting the data for processing. After the problem is resolved, the CSR agent can verify and close the complaint ticket.
Note: Some of the fields, used in the forms, for this Solution Scenario are programmed using basic validations. You can verify the validation for the field by moving the mouse pointer over the field.

The fields in which data is required are labeled with a * and have a different color. The Submit button in the form is disabled until you provide a value in all such fields in a form.

You can start the Solution Scenario in Business Space to view the Getting Started Widget. The Getting Started Widget lists the assets and the steps for using the Solution Scenario.

Table 1. Widgets to roles mapping
Roles Submit Trouble Ticket Enrich Trouble Ticket Diagnose Trouble Ticket Fix Trouble Ticket Verify Trouble Ticket Dashboard Process Instance
Customer Service Representative Yes Yes Yes N/A Yes N/A N/A
NOC Technician N/A N/A Yes N/A Yes N/A N/A
Field Technician N/A N/A N/A Yes N/A N/A N/A
Business Manager N/A N/A N/A N/A N/A Yes Yes
Procedure
  1. Open the Business Space portal.
  2. Create an incident ticket.
    1. Log on to Business Space with the user ID as Jay.
    2. Open the Incident and Problem Management space and verify that the following pages are displayed.
      • Getting Started
      • My Tasks
      • Incident and Problem Management Process
      • Incident and Problem Management Process Check
      • Incident and Problem Management Dashboard
      Note: This Solution Scenario is configured to display the Incident and Problem Management space by default. For more information about configuring the Solution Scenario, see the Configuring the Incident and Problem Management Solution Scenario topic in the documentation.
    3. Open the My Tasks page.
    4. In the Task Definitions List widget, select the Initiate Incident (or) Problem Management check box and click the Create an instance from this task template icon Create an instance from this task template icon.
    5. From the Trouble Type list, select Customer Problem and click Submit.
    6. From the Tasks List open the Submit Customer Problem task, provide details for the incident ticket, and click Submit.
  3. Update the details for the incident ticket.
    1. In the Task Definitions List widget, select the Enrich Customer Problem check box and click the Accept and edit the task icon Accept and edit the task. The Additional Information for Trouble Ticket form is displayed in the Task Information widget.
    2. View the customer name, provide a description, select the Yes option, and then click Submit.
      Note: The Enrich Network Trouble task is displayed for incident tickets generated by the system.
  4. Diagnose the problem for the incident ticket.
    1. In the Tasks List widget, select the Perform Customer Problem Diagnosis check box and click the Accept and edit the task icon Accept and edit the task. The Customer Problem Diagnosis form is displayed in the Task Information widget.
    2. Select the Yes option, select the root cause from the list, and then click Submit.
      Note: The Network Trouble Diagnosis task is displayed for incident tickets generated by the system.
  5. View the problem details.
    1. Log on as Kim, the Field Technician. In the Tasks List widget, select the Fix Network Trouble check box and click the Accept and edit the task icon Accept and edit the task. The Determine Problem Resolution Staff Page form is displayed in the Task Information widget.
    2. View the information displayed, enter the resolution, and then click Submit.
  6. Resolve the incident ticket.
    1. Log on as Jay, the Customer Service Representative. In the Tasks List widget, select the Verify with Customer check box and click the Accept and edit the task icon Accept and edit the task. The Verify Problem Resolution Page form is displayed in the Task Information widget.
    2. View the information displayed, select the Yes option, enter a comment, and then click Submit.
  7. View the dashboards on the following pages.
    • Incident and Problem Management Dashboard
  8. View the Incident and Problem Management Process on the following pages.
    • Incident and Problem Management Process
    • Incident and Problem Management Process Check