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ITIL Incident Management Manual

Incident Management restores normal service operation as quickly as possible while minimizing the impact on business operations and ensuring the best possible levels of service quality.

Incident statuses

The Incident Management process has many statuses, and each is vitally important to the success of the process and the quality of service delivered.

Every time when VNC Support Consultant performs any actions with the incident, you will receive the corresponding email to your email address about these actions.

Generally, there are 10 incident statuses. The table below contains the statuses list and their short description:

Status title Short description
New It means that an incident is created and assigned to nobody
Assigned It means that an incident is assigned to a VNC Support Consultant
In Progress It means that an incident is actively being worked on
Pending - Customer It means that an incident owner should provide his/her feedback
Pending - Problem It means that VNC Support Consultant escalates an incident to another Support Consultant
Pending - Change It means that a new incident was added as a child to the major incident.
Pending - Other Incident It means that a new incident was added as a child to the major incident.
Resolved (Pending Approval) It means that an incident is resolved and an incident owner should approve or disapprove a resolution
Completed It means that an incident owner approved a resolution
Cancelled It means that an incident is cancelled

The incident, titled as "I cannot upload the avatar", is used as an example.

Status: New

You create the incident. After that, the incident will have "New" status and you will be able to check it in the New tab in "Incidents" console:

So far the incident is assigned to nobody.

Status: Assigned

The VNC Helpdesk Portal Manager assigns the incident to a corresponding Support Consultant. After that, the incident will have "Assigned" status and you will be able to check it in the Assigned tab in "Incidents" console:

Also if you open the incident, you should see the following notification in the History section:

Within the time frame specified in the Service Level Agreement(SLA), you should receive the corresponding email about the incident assignment.

Status: Pending - Customer

If the Support Consultant, who starts to work on the incident, needs more information or requires your feedback in regards to the incident, you will receive the corresponding email. After that the incident will have "Pending - Customer" status and you will be able to check it in the Pending - Customer tab in "Incidents" console:

All incidents that have "Pending - Customer" status require the owner's feedback in order to get processed further.

To provide your feedback, click the incident and click UPDATE at the top or at the bottom. Then enter required reply to Notes field and click Submit.

Status: Assigned

After you update the incident, it will have "Assigned" status again and you will be able to check it in the Assigned tab in "Incidents" console:

Status: In progress

If the project set to project status "In progress", this means that the project is being executed, and therefore, time can be registered on it.

Status: Pending - Change

When you associate multiple changes with the appropriate major incident, the incident the incident status will be "Pending - Change":

Status: Pending - Other Incident

When you associate multiple incidents with a appropriate major incident, the incident the incident status will be "Pending - Other Incident":

Status: Pending - Problem

If the Support Consultant escalates the incident to another Support Consultant, the incident status will be "Pending - Problem". You will be able to check the incident in the Pending - Problem tab in "Incidents" console:

Also if you open the incident, you should see the following notification in the History section:

Status: Resolved (Pending Approval)

After the Support Consultant resolves the incident, it will have "Resolved (Pending Approval)" status. You will be able to check the incident in the Resolved (Pending Approval) tab in "Incidents" console:

At this stage, you should approve or disapprove the resolution. For this, open the incident and click DISAPPROVE or APPROVE at the bottom or at the top. Then add required text to Notes field and click Submit.

If you disapprove the incident resolution, the incident will have "Assigned" status and you will be able to check it in the Assigned tab again in "Incidents" console.

Status: Completed

After you approve the incident resolution, the incident will have "Completed" status. You will be able to check the incident in the Completed tab in "Incidents" console:

Status: Cancelled

After you cancel the incident that has "New" status, the incident will have "Cancelled" status. You will be able to check the incident in the Cancelled tab in "Incidents" console:

Create an incident

If you're facing in issue, you can create an incident record.

  1. Open VNCproject.

  2. Click Helpdesk on the VNCproject's main menu bar:

  3. Click Incidents:

  4. Click the NEW INCIDENT button.

  5. On the form, fill in the field:

    The fields with the asterisk are required.

    • Subject: the field should contain an incident subject.
    • Project: the drop-down menu contains the list of VNC projects.
    • Customer: the drop-down menu contains the list of customers.
    • Requested for: the drop-down menu with the users list who work in the same organization. You can select any user from your organization.
    • Product: the drop-down menu contains the list of VNC products that your organization uses.
    • Version: the drop-down menu contains only those versions that are available for a selected VNC product from Product menu.
    • Impact: the drop-down menu with 3 options for identifying the impact area.
    • Urgency: the drop-down menu with 3 options for identifying the urgency level.
    • Used hardware type: the drop-down menu with different hardware types for identifying a hardware type where an issue occurs.
    • Operating system: the drop-down menu contains only those operating systems that are available for a selected hardware type from Used hardware type menu.
    • Browser: the drop-down menu contains only those types of browsers that are available for a selected operating system from Operating system menu.

  6. Enter a detailed description of an incident.

  7. If you need to attach a file/screenshot, click BROWSE. The maximum size of the attachment should be 29.3 MB.
  8. Select a priority of an incident - Low, Normal, High, Urgent, and Immediate.
  9. Add a tag name to Tags field if you want or select it from the appeared list.
  10. If you want to add some watchers, click +Search for watchers to add.

  11. When you're finished, select:

    • CREATE to create an incident.
    • CANCEL to discard the values you entered and cancel the incident creation.

Monitor an incident

An Incidents console allows to create and manage incidents, and also monitor incidents statuses.

To access an Incidents console:

  1. Open VNCproject.

  2. Click Helpdesk on the VNCproject's main menu bar:

  3. Click Incident:

The Incidents console contains the following fields and functions:

  • Filters: Sort existing incidents by status, assignee, author, date when the incident was created or updated and other criteria. The status filter is applied by default.
  • Columns (): List displayed columns, manage their order. You can also create custom columns if you need to track additional information.
  • Status list: Incident statuses indicate which phase an incident is currently in. Incident statuses let you define and communicate the overall progress of incidents.
  • Incident table: The list of incidents with many management options.
  • Refresh button: Re-display the whole page.
  • New resolution button: Create a new resolution to an incident.
  • New incident button: Raise a new request to the support team.

View incident details

The incident details page lets you review and take action on an incident.

  1. Click the Incidents tab. This opens the incidents list view page.

  2. Click the number link of the incident to view the incident details:

This opens the incident details page:

Each incident contains the following sections:

  • Toolbar: A strip of control buttons that let you perform various actions on an incident.
  • Title bar: Shows basic incident details including the title of the incident.
  • Incident Information: Shows general details of the incident such as Status, Priority, % Done, Status, Product, Version, Platform, Urgency, Impact, Assignee, Requester, Due By Date, Closed Date, Severity, Used Hardware Type, Operating System, and Browser.
  • Description: Contain a detailed description of an incident.
  • Subtickets: The table of subtickets. Click Add to create a subticket for an incident to either split the incident into smaller chunks or to allow various aspects of an incident to be assigned to different people.
  • Relations: The table of related incidents, problems, tasks, and changes. Click Add to relate an incident to another incident, problem, task, or change. Click to delete relation.
  • History: Includes any change that might have been made to the incident. It includes comments made, changes to status, priority, assignment, or root cause, and any subtickets that have been created.
  • Time tracking: Tracks time spent on the incident. Click the the collapse arrow icon on the right to open the Time tracking section. From here, you can see a list of watchers added to an incident. You also have an option to add users as watchers or delete them by clicking Add or relatively.

Time tracking feature

The time tracking feature makes the time tracking process simple and fast. The system accurately tracks time and automatically adds these statistics to the appropriate incidents.

Time tracking starts automatically when the user creates the incident.

Active time tracking progress is displayed in days, hours, minutes, and seconds. The active time tracking panel can include the following information:

  • Time left: Indicates the amount of time left to complete a task. When the deadline is over, the timer will turn in red.
  • Time consumed: Shows the amount of time taken to complete the task.
  • Time in status: Shows the amount of time the task spent on the status.
  • Time passed: Shows the amount of time that are overdue.
  • Time pending: Shows the amount of unapproved time, giving real-time high resolution on how much time has been spent on task.

Active time tracking is stopped when the task has been canceled or completed. In that case, the time tracking panel visualizes the Time consumed information only:

Create a new problem from an incident

When the cause of an incident is an error or widespread issue, you can create a problem record to track the root cause of the issue.

  1. Open VNCproject.
  2. Click Helpdesk on the VNCproject's main menu bar and then Incidents.
  3. Use the filter to find a required problem. For this click .
  4. Click Add filter and select Author/Assigned or Watcher.
  5. Select is from the 1st drop-down menu and select <> from the 2nd menu. Then click Apply.
  6. Click the number link of the incident, then click the NEW PROBLEM button at the top or bottom.

  7. On the form, fill in the fields.

    • Subject: the field should contain a problem subject.
    • Project: a drop-down list for selecting the project in which the problem is reported.
    • Customer: a drop-down list for selecting the customer.
    • Requested for: the drop-down menu with the users list who work in the same organization. And you can select another user from your organization.
    • Platform: a drop-down list for selecting the platform in which the problem is reported.
    • Product: the drop-down menu contains the list of VNC products that your organization uses.
    • Version: the drop-down menu contains only those versions that are available for a selected VNC product from Product menu.
    • Impact: the drop-down menu with 3 options for identifying the impact area.
    • Urgency: the drop-down menu with 3 options for identifying the urgency level.
    • Used hardware type: the drop-down menu with different hardware types for identifying a hardware type where an issue occurs.
    • Operating system: the drop-down menu contains only those operating systems that are available for a selected hardware type from Used hardware type menu.
    • Browser: the drop-down menu contains only those types of browsers that are available for a selected operating system from Operating system menu.
    • Start date: the earliest possible date you can begin working on a problem.
    • Due date: the date when you would ideally like to have the problem completed.
    • Priority: a drop-down list for selecting the priority of the problem from the drop-down list.
    • Description: the field should contain a detailed description of a problem. The toolbar supports "wysiwyg" editor.

  8. If you want to attach some file/screenshot - click BROWSE.

  9. Once done, select:

    • CREATE to create a new problem.
    • CANCEL to discard the values you entered and cancel the problem creation.

Log time

You can manually log the time you've spent on an incident (adding details through comments as needed).

  1. Open VNCproject.
  2. Click Helpdesk on the VNCproject's main menu bar and then Incident.
  3. Use the filter to find a required incident. For this click .
  4. Click Add filter and select Author/Assigned or Watcher.
  5. Select is from the 1st drop-down menu and select <> from the 2nd menu. Then click Apply.
  6. Click a required incident, then click LOG TIME.

  7. Fill in the Hours field, add a comment and select:

    • CREATE to log time on an incident.
    • CREATE AND ADD ANOTHER to log time on an incident and add time to another incident.
    • CANCEL to discard the values you entered and cancel the incident logging time.

Update an incident

  1. Open VNCproject.
  2. Click Helpdesk on the VNCproject's main menu bar and then Incident.
  3. Use the filter to find a required incident. For this click .
  4. Click Add filter and select Author/Assigned or Watcher.
  5. Select is from the 1st drop-down menu and select <> from the 2nd menu. Then click Apply.
  6. Click a required incident, then click UPDATE at the bottom.
  7. Enter your comments to Notes field. If you need to attach a file/screenshot, click BROWSE.
  8. Click SUBMIT.

Cancel an incident

You can cancel an incident only if it has "New" status and it is accessible in "New" tab.

  1. Open VNCproject.
  2. Click Helpdesk on the VNCproject's main menu bar and then Incident.
  3. Use the filter to find a required incident. For this click .
  4. Click Add filter and select Author/Assigned or Watcher.
  5. Select is from the 1st drop-down menu and select <> from the 2nd menu. Then click Apply.
  6. Click a required incident, then click CANCEL at the bottom.
  7. Add your comment to Notes field and click SUBMIT. You can check the incident in Cancelled tab.

Change status from "Assigned" to "In progress"

To change status from Assigned to In progress, do the following:

  1. From the incident list view page, choose the "Assigned" tab:

  2. Click the number link of a required incident:

  3. Now you will see the tasks that can be performed on the incident at the top of the page.

  4. Click the START button.
  5. Add your comment to the Notes field.
  6. Click BROWSE to attach some files.
  7. Click SUBMIT.
  8. Note that if the mandatory fields are not entered, then an error message is shown asking you to enter the value in the fields.

Also if you open the incident, you should see the following notification in the History section:

Add assignment

You can add an assignment to the incident to either split the issue into smaller chunks or to allow various aspects of an issue to be assigned to different people.

  1. Open VNCproject.
  2. Click Helpdesk on the VNCproject's main menu bar and then Incident.
  3. Use the filter to find a required incident. For this click .
  4. Click Add filter and select Author/Assigned or Watcher.
  5. Select is from the 1st drop-down menu and select <> from the 2nd menu. Then click Apply.
  6. Click the number link of the incident, then click ADD ASSIGNMENT.
  7. Select a required role and find the user you want to assign an incident.
  8. Add a note.
  9. Select SUBMIT.

Add attachments

You can attach files to incidents. Attachments appear as links. Example:

  1. Open VNCproject.
  2. Click Helpdesk on the VNCproject's main menu bar and then Incidents.
  3. Use the filter to find a required incident. For this click .
  4. Click Add filter and select Author/Assigned or Watcher.
  5. Select is from the 1st drop-down menu and select <> from the 2nd menu. Then click Apply.
  6. Click the number link of the incident, then click ADD ATTACHMENT at the top or bottom.
  7. Fill in the Notes field and then click BROWSE to attach some files.
  8. When you're finished, click Submit.

You can preview image attachments by clicking them. You can download multiple files at once by clicking the download icon at the top right:

To download a file individually, click next to the file you want to download.

You can also edit a file's name and add a brief description to it by clicking the pencil icon at the top right:

To delete a file, click the bin rubbish icon next to the file you want to delete.

Add a note

If you like to add additional information based on your observations to a particular incident, then you can Add Note to that incident. You can also use notes to attach files to the incident.

  1. Open VNCproject.
  2. Click Helpdesk on the VNCproject's main menu bar and then Incidents.
  3. Use the filter to find a required incident. For this click .
  4. Click Add filter and select Author/Assigned or Watcher.
  5. Select is from the 1st drop-down menu and select <> from the 2nd menu. Then click Apply.
  6. Click the number link of the incident, then click ADD NOTE at the top or bottom.
  7. Fill in the Notes field and then click BROWSE to attach some files.
  8. When you're finished, click Submit.

You can add any number of notes to an incident. The added notes will be displayed in the History section from old to new.

Add a subticket to an incident

Using this option you can assign different tickets to different specialists. If an incident involves multiple specialists work, then the specialist whoever receives the incident can assign different tickets to different specialists.

  1. Click the Incidents tab in the header pane.

  2. Click the number of the incident to which you would like to add subtickets:

    This opens the incident details page.

  3. Scroll down to the Subtickets section and then click Add next to it:

  4. In the New Incident page, fill in the following fields:

    • Subject: Specify the title of the ticket. This is a mandatory field.
    • Project: Select a required project from the drop-down menu.
    • Estimated time: Enter the estimated period of time required to solve the problem.
    • % Done: Select percent work complete from the drop-down menu.
    • Type: Select the type of the ticket from the drop-down menu.
    • Assignee: Select the user to which the ticket needs to be assigned.
    • Product: Select the product from the drop-down menu.
    • Version: Select the version that is available for a selected VNC product from the Product menu.
    • Impact: Identify the impact area by selecting All users, Group of users, and Only one user.
    • Urgency: Select the urgency level from the drop-down menu.
    • Used hardware type: Identify a hardware type where a problem occured.
    • Operating system: Identify an operating system where a problem occured.
    • Browser: Identify the browser where a problem occured.
    • Start date: Specify the earliest possible date you can begin working on a problem.
    • Due date: Specify the date when you would ideally like to have the problem completed.

  5. Select a priority of a problem - Low, Normal, High, Urgent, and Immediate.

  6. Enter a detailed description of a problem.
  7. Add a tag name to Tags field if you want or select it from the appeared list.
  8. If you want to add some watchers, click +Search for watchers to add.
  9. If you need to attach a file/screenshot, click BROWSE.
  10. When you're finished, click Create.

Relate issue to an incident

From the Relations section, you can relate an existing incident, problem, and change and relate it to the current incident.

  1. Click the Incidents tab in the header pane.

  2. Click the number of the incident to which you would like to add subtickets:

    This opens the incident details page.

  3. Scroll down to the Relations section and then click Add next to it:

  4. From the drop-down menu, select Related to or Pending by.

  5. In the search field, enter the number of an issue you want to relate to the current tincident.
  6. Click Add.

Ask for customer feedback

You can request the customer provide additional information by clicking ASK CUSTOMER. Further work on the incident is pending a response from the customer.

After two weeks in this status a reminder email is sent to the customer. After two additional weeks, the incident will be closed.

  1. Open a required incident.
  2. Click ASK CUSTOMER.
  3. Enter your comments to Notes field. If you need to attach a file/screenshot, click BROWSE.
  4. Click SUBMIT.

Resolve an incident

You can closed out an incident using the SOLVE button.

  1. Open a required incident.
  2. Click SOLVE.
  3. Enter the number of the corresponding resolution and then click it. You also have an option to create a new one.

  4. On the form, fill in the fields:

  5. Subject: the field should contain a resolution title.

  6. Description: the field should contain a detailed description of a resolution. The toolbar supports "wysiwyg" editor.
  7. Symptoms: the field should contain a detailed description of symptoms when an incident occurs or when the problem is discovered.
  8. Other terms: the field should contain an additional information on an incident or problem/

  9. Reasons: the field should contain an information on why an incident occured.

  10. If you need to attach a file/screenshot, click BROWSE. The maximum size of the attachment should be 29.3 MB.

  11. Click Save.

You can link issues together. For example, you can link incident records to problems or changes.

To link an incident record to a change:

  1. Open VNCproject.
  2. Click Helpdesk on the VNCproject's main menu bar and then Incidents.
  3. Use the filter to find a required incident. For this click .
  4. Click Add filter and select Author/Assigned or Watcher.
  5. Select is from the 1st drop-down menu and select <> from the 2nd menu. Then click Apply.
  6. Click the number link of the incident, then click the LINK TO CHANGE button at the top or bottom.
  7. Enter the number of the corresponding change and then click it.

  8. On the form, fill in the fields:

    • Subject: the field should contain an incident subject.
    • Project: a drop-down list for selecting the project in which the change is reported.
    • Customer: a drop-down list for selecting the customer.
    • Requested for: by default, there is a name of a person who creates an incident in the field. But also the field has the drop-down menu with the users list who work in the same organization. And you can select another user from your organization and he/she will become an owner of this incident.
    • Product: the drop-down menu contains the list of VNC products that your organization uses.
    • Version: the drop-down menu contains only those versions that are available for a selected VNC product from Product menu.
    • Impact: the drop-down menu with 3 options for identifying the impact area.
    • Urgency: the drop-down menu with 3 options for identifying the urgency level.
    • Change type: the drop-down menu with change types.
    • Start date: the earliest possible date you can begin working on a change.
    • Due date: the date when you would ideally like to have the change completed.
    • Description: the field should contain a detailed description of a problem. The toolbar supports "wysiwyg" editor.

  9. Select a priority of a change - Low, Normal, High, Urgent, and Immediate.

  10. Enter a detailed description of a change.
  11. Add a tag name to Tags field if you want or select it from the appeared list.
  12. If you want to add some watchers, click +Search for watchers to add.
  13. If you need to attach a file/screenshot, click BROWSE. The maximum size of the attachment should be 29.3 MB.
  14. Once done, select SAVE.

Create a task from an incident

Create a task from an incident and request work from assignment groups other than the one that is mentioned for the incident.

  1. Open VNCproject.
  2. Click Helpdesk on the VNCproject's main menu bar and then Incident.
  3. Use the filter to find a required incident. For this click .

  4. Click the number link of a required incident:

  5. Now you will see the tasks that can be performed on the incident at the top of the page.

  6. Click the TASKS button. This opens the tasks list view page.
  7. Click the NEW TASK button at the top right.

  8. On the form, fill in the fields:

    • Subject: The title of the task. You can edit the title of the task.
    • Project: The name of the project for which the task is created. You can select the required project from the drop-down menu.
    • Estimated time: The estimated period of time required to complete the task.
    • % Done: The current status of a task, expressed as the percentage of work that has been completed. You can select percent work complete from the drop-down menu.
    • Type: The list of task types. You can change the type of the task.
    • Asignee: The user to whom the incident task is assigned to work on. You can change the user to which the task needs to be assigned.
    • Start date: The earliest possible date you can begin working on a problem.
    • Due date: The date when you would ideally like to have the problem completed.

  9. Select a priority of a task - Low, Normal, High, Urgent, and Immediate.

  10. Edit a description of a task.
  11. Add a tag name to Tags field if you want or select it from the appeared list.
  12. If you want to add some watchers, click +Search for watchers to add.
  13. If you need to attach a file/screenshot, click BROWSE.
  14. In the Notes field, you can ask a question and assign it to the user from the Assign question to list.

  15. When you're finished, select:

    • Submit to save changes.
    • Cancel to discard the values you entered and cancel the task update.

If you open the tasks list view page, you should see your task under New tab:

View SLA details

Use the View SLA button to view the IT services, service level targets details and the responsibilities of the IT service and the customer.

  1. Open VNCproject.
  2. Click Helpdesk on the VNCproject's main menu bar and then Incidents.
  3. Use the filter to find a required problem. For this click .
  4. Click Add filter and select Author/Assigned or Watcher.
  5. Select is from the 1st drop-down menu and select <> from the 2nd menu. Then click Apply.
  6. Click a required incident, then click the VIEW SLA button at the top or bottom.

Change the ownership of an incident

You can change the ownership of an incident only if it has "Cancelled" status and it is accessible in "Cancelled" tab.

  1. Open VNCproject.
  2. Click Helpdesk on the VNCproject's main menu bar and then Incident.
  3. Use the filter to find a required incident. For this click .
  4. Click Add filter and select Author/Assigned or Watcher.
  5. Select is from the 1st drop-down menu and select <> from the 2nd menu. Then click Apply.
  6. Click the number link of the incident, then click the CHANGE OWNERSHIP button at the top.
  7. Select a required person from the Requested for drop-down menu and add a comment to Notes field.
  8. If you need to attach a file/screenshot, click BROWSE.
  9. Click SUBMIT.

Reopen an incident

If you are not satisfied with the resolution of your incident, you reopens the incident record for further investigation.

  1. Click the Incidents tab in the header pane.

  2. Click the Completed tab:

  3. Click the number link of the incident you want to reopen:

  4. Click the REOPEN button.

  5. Fill in the Notes field and then click BROWSE to attach some files.

  6. When you're finished, select:

    • Submit to save changes.
    • Cancel to discard the values you entered.

Solution KB

Solution KB is the repository of resolutions to incidents common to your helpdesk project and the products you get support for along with it.

You can browse the solutions Knowledge Base for a resolution in case you have a difficulty in using a VNC-product before creating an incident in VNC Helpdesk Portal as well as filtering for potential resolutions via text search.

To access a Solution KB console:

  1. Open VNCproject.

  2. Click Helpdesk on the VNCproject's main menu bar:

  3. Click Solution KB:

The Solution KB console contains the following fields and functions:

Create a solution KB

There are two ways to create a new resolution:

  • From the Incidents console;
  • From the Solution KB console.

Way 1. From the Incident console.

  1. Open VNCproject.
  2. Click Helpdesk on the VNCproject's main menu bar and then Incidents.
  3. Click the NEW RESOLUTION button at the top right.

Way 2. From the Solution KB console.

  1. Open VNCproject.
  2. Click Helpdesk on the VNCproject's main menu bar and then Incidents.
  3. Click the NEW RESOLUTION button at the top right.

  4. Fill in the fields:

    The fields with the asterisk are required.

    • Subject: the field should contain a solution subject;
    • Project: a drop-down list for selecting the project in which the resolution is reported.
    • Product: the drop-down menu contains the list of VNC products that your organization uses;
    • Version: the drop-down menu contains only those versions that are available for a selected VNC product from Product menu;
    • Description: the field should contain a detailed description of an incident. The toolbar supports "wysiwyg" editor;
    • Symptoms: the field should contain a detailed description of symptoms when an incident occurs or when the problem is discovered.
    • Other terms: the field should contain an additional information on an incident or problem;
    • Reasons: the field should contain an information on why an incident occured;
    • Visible for: the drop-down menu contains the list of visibility options - Visible for developers, Visible for support helpdesk, or Visible for all.

  5. If you want to attach some file/screenshot - click BROWSE.

  6. Once done, select:

    • CREATE to create a new resolution.
    • CANCEL to discard the values you entered and cancel the incident logging time.

Description of solution KB statuses

There are 3 resolution statuses. The table below contains the statuses list and their short description:

Status title Short description
Published It means that a solution is published and live.
Request for publishing It means that a solution is required a review.
Deprecated It means that a solution were replaced by newer one.

Status: Published

You create the solution to the incident. After that, the solution will have a "Published" status. To check it, go to the "Solution Knowledge Base" console and select Published from the drop-down menu:

Status: Request for publishing

A solution in the Request for publishing status is waiting to be reviewed and published. To check it, go to the "Solution Knowledge Base" console and select Request for publishing from the drop-down menu:

Status: Deprecated

Solutions in the Deprecated status was replaced by a newer one. To check it, go to the "Solution Knowledge Base" console and select Deprecated from the drop-down menu:

View solution details

The solution modal window lets you review and take action on a solution.

  1. Click the Solution KB tab. This opens the Solution Knowledge Base page.

  2. Click the number of the solution to view the solution details:

This opens the solution details page:

Each solution contains the following sections:

  • Toolbar: A strip а control buttons that let you perform various actions on a solution.
  • Title bar: Shows basic change details.
  • Change Information: Shows general details of the change such as Author, Product, and Version.
  • Description: Contain a detailed description of a solution.
  • Symptoms: Contain a detailed description of symptoms when an incident occurs or when the problem is discovered.
  • Other terms: Contain an additional information on an incident or problem;
  • Reasons: Contain an information on why an incident occured;
  • History: Includes any change that might have been made to the solution. It includes comments made, changes to status, and any subtickets that have been created.
  • Time tracking: Tracks time spent on the solution. Click the the collapse arrow icon on the right to open the Time tracking section. From here, you can see a list of watchers added to a solution. You also have an option to add users as watchers or delete them by clicking Add or relatively.

Edit a solution

  1. Open VNCproject.
  2. Click Helpdesk on the VNCproject's main menu bar and then Solution KB.
  3. Search for a required resolution. For this, you can apply the filters.
  4. To edit the resolution, click .
  5. Change the resolution info.
  6. Click Update.

Alternatively, you can click the resolution and then click Edit at the top or bottom.

Delete a solution

  1. Open VNCproject.
  2. Click Helpdesk on the VNCproject's main menu bar and then Solution KB.
  3. Search for a required resolution. For this, you can apply the filters.
  4. To edit the resolution, click .
  5. Confirm that you want to delete the resolution, click YES in the modal window.

Alternatively, you can click the resolution and then click Delete at the top or bottom.

Download a solution

  1. Open VNCproject.
  2. Click Helpdesk on the VNCproject's main menu bar and then Solution KB.
  3. Search for a required resolution. For this, you can apply the filters.
  4. To download the resolution, click .

Alternatively, you can click the resolution and then click PDF at the top or bottom.

Approve/disapprove a solution

The content of the solution is reviewed for its correctness and then approved or disapproved.

To approve the known error, do the following:

  1. Click the "Solution KB" tab in the header pane.

  2. Click the number link of a required solution:

    This opens the solution details page.

  3. Review the content of the solution and click APPROVE button at the top or bottom of the page.

  4. A confirmation will be displayed after a successful update.

If you are not satisfied with the content of the solution, you can disapprove it and then edit.