Incidents, problems and changes · Autessa IT Desk
Incident management
Autessa IT Desk includes incident management: every broken thing becomes an incident with its own number, a priority calculated from impact and urgency, SLA timers, an assignment group and a full activity stream. Agents work it from New to Resolved with a resolution code, and the caller can see progress in the Help Center the whole way.
The problem
Broken things get lost in inboxes and chat threads
When someone says the VPN is down in a chat message, nobody knows who owns it, how urgent it is, or whether it was ever fixed. ITIL incident management gives every interruption an owner, a priority and a clock. IT Desk makes that the default path, so a fix is never one person's memory.
What you get
- Every incident gets a human number like INC0001042 that you can type into search to jump straight to it.
- Priority is read-only and calculated from impact and urgency through your priority matrix, so two agents never rate the same outage differently.
- Seven categories (Hardware, Software, Network, Access, Email and calendar, Security, Inquiry) with subcategories such as VPN, Wi-Fi, Password / MFA, Phishing and Lost or stolen device.
- Putting an incident on hold asks why: awaiting caller, awaiting change, awaiting problem or awaiting vendor, and the resolution SLA pauses.
- Resolving records a resolution code and resolution notes, and who resolved it and when are filled in for you.
- If the caller comments within 7 days of the incident being resolved, it reopens on its own and the reopen count goes up.
- Create problem and Create change buttons carry the description, configuration item and group into the new record and link it back.
- Work notes stay internal to IT; additional comments are what the caller sees in the Help Center.
How it works
How does incident management work in Autessa IT Desk?
It comes in
An employee reports an issue in the Help Center, or an agent logs it for them with Create New. The contact type records how it reached you: self-service, portal, email, phone, walk-in, chat or system.
It is routed and prioritized
Assignment rules pick the group (security issues to Security, network and hardware to IT Ops, everything else to the Service Desk in the starter rules). Impact and urgency set the priority, and the matching response and resolution SLAs start.
An agent picks it up
From My work, the agent uses Assign to me, then Start work. Each record shows a Next step line under its title that says what usually comes next.
Work it and keep notes
Add work notes as you go, attach files, put it on hold with a reason when you are waiting, and Resume when you hear back. Child incidents can point at a parent incident when many people report the same thing.
Resolve and close
Resolve with a resolution code and notes. Close it once the caller confirms, or Reopen it if the fix did not hold. Resolved incidents ask the caller for a one-question satisfaction rating in the Help Center.
Every option
Incident fields, states and codes
| Option | What it does |
|---|---|
| States | New, In Progress, On Hold, Resolved, Closed, Canceled. |
| Impact and urgency | 1 (high), 2 (medium), 3 (low). Priority (P1 to P5) is calculated from them by the priority matrix. |
| Category and subcategory | Hardware (laptop / desktop, monitor / peripheral, printer, mobile device); Software (application error, outage, install / update, license, mobile app); Network (VPN, Wi-Fi, DNS, connectivity); Access (password / MFA, single sign-on, permissions, account); Email and calendar (delivery, calendar, mailbox); Security (phishing, malware, data exposure, lost / stolen device); Inquiry / help (how do I, other). |
| On hold reason | Awaiting caller, Awaiting change, Awaiting problem, Awaiting vendor. |
| Resolution code | Solved (permanently), Solved (workaround), Not solved (not reproducible), Duplicate, Canceled, User error. |
| Contact type | Self-service, portal, email, phone, walk-in, chat, system. |
| Related records | Problem, Caused by change, Parent incident, Reopen count (read-only). |
| Business service and configuration item | Point the incident at the CMDB item that is affected, so it shows on that item's page. |
| Reopen window | A caller comment on a resolved incident reopens it within 7 days of resolution by default. |
| Actions | Assign to me, Start work, Put on hold, Resume, Resolve, Close, Reopen, Cancel, Propose major incident, Create problem, Create change. |
Permissions
Who can do what?
| Role | Can |
|---|---|
| IT agent | Create, assign, work, resolve, close, reopen and cancel incidents; propose a major incident; create linked problems and changes. |
| IT administrator | Everything an agent can, plus accept or reject major incidents and change categories, SLAs, the priority matrix and assignment rules. |
| Assignment-group member | Work incidents assigned to their own group (state, work notes, files) without an IT role, but not move them to another group. |
| Employee | Report an issue in the Help Center, follow it, add comments and rate the resolution. |
AI assist
How the IT Desk Assistant helps
On an incident, the IT Desk Assistant can summarize what was reported and what has been tried, suggest the next step, draft a work note or a reply to the caller, or assign the incident to you and add the note. On a new incident it fills the form from text you paste (it never saves; you press Save). Closing or canceling waits for you to press Confirm.
The assistant acts as you, with your role. It fills forms but never saves them, and anything risky waits for you to press Confirm.
About the IT Desk Assistant →Connected
How it connects to the rest of IT Desk
IT DESK FEATURE
SLA management
Response and resolution timers attach the moment an incident matches an SLA definition.
IT DESK FEATURE
Priority matrix and assignment rules
Set the priority and the group for every new incident automatically.
IT DESK FEATURE
Problem management
When the same thing keeps breaking, Create problem links the incident to its root cause.
IT DESK FEATURE
Service Portal
Where employees report incidents, follow them and rate the fix.
IT DESK FEATURE
CMDB
Each configuration item lists every incident raised against it.
FAQ
Questions about incident management
What is incident management in Autessa IT Desk?
It is how IT Desk handles anything broken or not working. Each incident gets a number, a calculated priority, SLA timers, an owner and an activity stream, and moves from New through In Progress and On Hold to Resolved and Closed.
How is incident priority set?
From impact and urgency. Both run from 1 (high) to 3 (low), and the priority matrix turns the pair into P1 to P5. Agents cannot type a priority by hand, so it stays consistent.
Does a resolved incident reopen if the caller replies?
Yes. If the person who reported it comments within 7 days of resolution, the incident goes back to In Progress and its reopen count increases, so you can see fixes that did not hold.
Can people outside IT work incidents?
Yes, as members of an assignment group. They can work the incidents assigned to their own group without an IT role, but they cannot reassign them to another group.
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