ISM

看ISM相关资料，并列出开Ticket的具体步骤，下周一之前写一份ReportProblemIncidentChangeHow to open transfer and close ticket?problemsSearch for Problem RecordsProblem Records can be located from one of the portlets on the right side of the Start Center or from the List screen in the Problems application.the steps below outline how to view all Problems:1.Click the Problems link in the Favorite Applications portlet on the Start Center.2.From the List tab, filter the list of Problems by typing values in any of the columns listed and pressing Enter. A list of the Problem Records matching your search criteria displays.3. Click the Problem Number to view the details.Note: Searches can be further refined by using Advanced Search.Lock/Unlock a Problem Recordways to determine if the record is locked or unlocked:1.If all fields in the record are read-only the record is unlocked.2.If a userid other than your own appears in the Locked By field on the Problem tab, the record is locked by another user.3.If the Locked By field on the Problem tab is blank, the record is unlocked.4. If your userid appears in the Locked By field on the Problem tab, you have the record locked.To toggle the status of the record from locked to unlocked, or from unlocked to locked, click the Lock/Unlock the Record icon on the application toolbar.Note: To unlock a record that was locked by another user, contact the person who locked it, or wait until the record is automatically unlocked after 30 minutes.Transfer a Problem Record to an Owner GroupThe steps below outline how to transfer a Problem Record to a different Owner Group.1.Ensure the record is locked.2.Click the Select Value icon next to the Owner Group field.3. Select the new Owner Group to transfer the Problem Record to.4Click the Save icon on the application toolbar.5. Proceed to Assign a Problem Record to an Owner or return to the Start Center.Assign a Problem Record to an OwnerThe steps below outline how to assign a Problem Record to an Owner in an Owner Group.1.Ensure the record is locked.2.Click the Select Value icon next to the Owner field to select an Owner. Note: Only users who are authorized for the Owner Group will be listed.3.Select the Owner to whom you wish to assign the Problem Record.4.Click the Save icon to save the record.5. Return to the Start Center.create a Problem Record1.Sign in to the IGA ISM/TSRM tool as described in the Sign In section.2.Either from: Favorite Applications select Problems and select the New Problem icon on the application toolbar.3.Or from Quick Insert, select New Problem.4.A new (blank) Problem Record displays.5.Populate the Reported By field.6.If the Affected Person is different than the Reported By person, edit the Affected Person field.7.Populate the Summary field with a brief summary of the issue.8.Capture all the details of the issue in the Details field.9.Select the appropriate value for the Reported Priority field.10.If an attachment is required, refer to Add an Attachment.plete all remaining mandatory fields before assigning the Owner Group. Note: If the Owner field is already populated, you may need to clear the field prior to selecting a new Owner Group.12.Click the Select Value icon next to the Owner Group field and select the group to assign the Problem to.plete the fields required for reporting purposes as dictated by your geography: Other fields are used for reporting purposes: Responsible Geo, Responsible Region, and Account ID.plete the Multiple Assets, Locations and CIs section if known.15.Move to the other tabs to capture other information that has been revealed during the identification of the Problem.16.Click the Save icon on the application toolbar.17. Return to Start Center.IncidentSearch for Incident RecordsIncident Records can be located from one of the portlets on the right side of the Start Center or from the List screen in the Incidents application.The steps below outline how to view all Incidents:1.Click Incidents under the Favorite Applications portlet on the Start Center.2.From the List tab, filter the list of Incidents by typing values in any of the columns listed and pressing Enter. A list of the Incident Records matching your search criteria will be displayed.3.Click the Incident Number to view the details. Note: Searches can be further refined by using Advanced Search. Refer to the Reference Guide for IGA ISM/TSRM Incident for details on using Advanced Search.Lock/Unlock an Incident RecordWays to determine if the record is Locked or Unlocked:1.If all fields in the record are read-only the record is Unlocked.2.If a Userid other than your own appears in the Locked By field on the Incident tab, the record is locked by another user.3.If the Locked By field on the Incident tab is blank, the record is Unlocked.4.If your Userid appears in the Locked By field on the Incident tab, you have the record Locked.To toggle the status of the record from Locked to Unlocked, or from Unlocked to Locked:1.Click the Lock/Unlock the Record icon on the application toolbar.Note: To unlock a record that was locked by another user, contact the person who locked it, or wait until the record is automatically unlocked after 30 minutes.Transfer an Incident Record to an Owner GroupThe steps below outline how to transfer an Incident to a different Owner Group and to assign an Incident to an individual in that Owner Group.1.Ensure the record is locked.2.Click the Select Value icon next to the Owner Group.Select the new Owner Group to transfer the Incident to. Note: If the Owner field is already populated, you may need to clear the field prior to selecting a new Owner Group.Click the Save icon on the application toolbar.Proceed to assign an Incident Record to an Owner or return to the Start Center.Assign an Incident Record to an OwnerThe steps below outline how to assign an Incident to an Owner in an Owner Group.1.Ensure the record is locked.2.Click the Select Value icon next to the Owner field to select an Owner. Note: Only users who are authorized for the Owner Group will be listed.3.Select the Owner to whom you wish to assign the Incident.4.Click the Save icon on the application toolbar.5.Proceed to assign an Incident Record to an Owner or return to the Start Center.Assign an Incident Record to an OwnerThe steps below outline how to assign an Incident to an Owner in an Owner Group.1.Ensure the record is locked.2. Click the Select Value icon next to the Owner field to select an Owner.Note: Only users who are authorized for the Owner Group will be listed.3.Select the Owner to whom you wish to assign the Incident.4.Click the Save icon to save the record.5.Return to the Start Center.Create an Incident Record1.Sign in to the IGA ISM/TSRM tool as described in the Sign In section.2.Either from: Favorite Applications select Incident and select the New Incident icon on the application toolbar.3.Or from Quick Insert, select New Incident.4.A new Incident Record is displayed. Note: If using a template, follow the steps in the Apply a Template section.5.Populate the Reported By field.6.If the Affected Person is different than the Reported By person, edit the Affected Person field.7.Populate the Summary field with a brief summary of the issue.8.Capture all the details of the issue in the Details field.9.Select the appropriate Reported Priority.10.If an attachment is required, refer to Add an Attachment.plete all remaining mandatory fields before entering the Owner Group. Note: If the Owner field is already populated, you may need to clear the field prior to selecting a new Owner Group.12.Click the Select Value icon next to the Owner Group field and select the group to transfer the Incident13.Click the Save icon on the application toolbar.14.Return to Start Center.ChangeCreating a Change Record1.Log on to IGA ISM/TSRM as described in the IGA ISM/TSRM Sign In section.2.From the Start Center, access the Change module and open a New Change record using one of these methods:a. Click the New Change link in the Quick Insert portlet.b. Click Changes in the Favorite Applications portlet, and then click the New Change button on the toolbar.c. Click Go To, select Change, select Changes, and then click the New Change button on the toolbar.plete all the required fields in the Change. Note: If you choose to use a job plan to populate the fields, make sure you select the plan prior to completing any other fields on the record.4.Click the Save icon when you are done. A message appears indicating the record has been saved and a Change number is assigned.5.When the Change Record is ready to be submitted for approval, lock the record, click the Set to In Progress? check box field, verify all required fields are completed, and click the Save icon. The Change Status is now INPRG and Progress is WAPPR.Note: If any required fields need to be completed, uncheck the Set to In Progress? check box field, complete the fields, click the Save icon, lock the record, click the Set to In Progress? check box field, and click the Save icon again.Searching for a Change RecordOne place to search for Change Records is in the Change Start Center. It contains records assigned to you in the Changes Assigned to Me portlet. It also contains records owned by your Owner Group or Groups in the Changes Assigned to My Group(s) portlet.The steps below outline how to search from the portlets.1.From the list of displayed records, click the Change Record number you wish to open.2.View the desired details of the change.Note: If there are more records than can be displayed in the portlet, click the Next Page link at the bottom, right of the portlet.The steps below outline how to search from the Favorite Applications portlet in the Change Start Center:1.Select Changes.2..From the List tab, type the record number for a particular Change Record, or part of a record number in the Changefield, and add other information in the filter fields, as applicable.3. Press Enter. A list of Change Records displays.4. Click a record number from the list.5. The selected Change record displays in the Change tab.Status and Progress IndicatorsThe following are the status indicators for a Change Record: DRAFT – The Change Record is in draft status. INPRG – The Change Record is in progress; indicators will begin appearing in the Progress field. TASKSCOMP – Implementation and Approval tasks are complete for the Change Record.COMP – The implementation is complete and implementation results have been fully documented.CLOSED – The Change Record is closed.The following are the progress indicators for a Change Record:APPR – All assigned tasks are approved.WAPPR – Waiting for approval of assigned tasks.WAUTH – Waiting for authorization by the Change Advisory Board (CAB).REJECTED --- The Change has been rejected.IMPLEMENTED – The Change has been implemented.Updating a Change Record1.A Change Record can only be updated by the Owner or a member of the Owner Group when the Status is DRAFT or INPRG and the Progress is WAPPR, APPR, WAUTH, or REJECTED.2.Click the Lock/Unlock icon.3.Click the Edit Change/WAPPR Status icon.4.The Progress is modified to WAPPR and the record is unlocked.5.Click the Lock/Unlock icon again and update the record as necessary.6.Click the Save icon. Approval task Owners are notified that the Change must be reapproved.Closing a Change1.Select the Change Record.2.Review the Change Record to ensure all Implementation tasks are complete, any necessary issuesdocumented in the Work Logs are complete, Incidents and Problems have been opened and related as necessary, and the Completion Issues field is completed, if required.plete the Actual Outage Start and Finish fields for each configuration item and target description if a scheduled outage was documented.plete the Actual Start and Finish fields for the Change.5.Select the Completion Code for the Change Record.6.Click the Set to Complete? check box field.7.Click the Save icon. The Status is now COMP and the Progress is IMPLEMENTED.Note: Once a Change Record Status field has been updated to COMP (complete), the Change remains in COMP status for five days. The Change Status field automatically updates to CLOSE after five days.。