Autessa IT Desk
Incidents, problems and changes
Autessa IT Desk runs the ITIL service management core: incidents, major incidents, problems and known errors, changes with CAB approval, SLAs, and the priority and routing rules behind them.
Why it matters
What does incidents, problems and changes cover?
The ITSM core of Autessa IT Desk: incident management, major incidents, problem management, change management with CAB, a change calendar and SLAs.
This is the ITSM core: what happens when something breaks, how you stop it breaking again, and how planned changes go out without causing the next outage. Every record has a number, a priority, an owner, a state model and SLA clocks.
Who works here
IT agents work incidents, problems and changes; IT administrators accept major incidents and set up SLAs, the priority matrix and assignment rules; the Change Advisory Board approves changes.
In one sentence each
- Incident management · Autessa IT Desk includes incident management: every incident gets a number, a priority from impact and urgency, SLA timers, an assignment group, work notes and a resolution code.
- Major incident management · Any agent can propose a major incident; an IT administrator accepts it, which sets impact and urgency to 1 and shows a banner on the record, and child incidents link to the parent.
- Problem management and known errors · Autessa IT Desk includes problem management: problems move from assess to root cause analysis to fix, and marking a known error writes a draft knowledge article with the workaround.
- Change management · Autessa IT Desk includes change management (change enablement): standard, normal and emergency changes, a calculated risk, CAB approval, plans, change tasks and a review before close.
- Change calendar and conflict detection · The change calendar shows scheduled changes by month or week, and the conflict check warns when changes share a configuration item in overlapping windows or fall in a blackout.
- SLA management · Autessa IT Desk includes SLA management: SLA definitions with start, pause and stop conditions and business-hours schedules attach timers to tickets, warn at 75% and record breaches.
- Priority matrix and assignment rules · Priority is calculated from an editable impact x urgency matrix, and ordered assignment rules route each new ticket to the right assignment group or person automatically.
Subtopics
Everything in incidents, problems and changes
Incident management
Autessa IT Desk includes incident management: every incident gets a number, a priority from impact and urgency, SLA timers, an assignment group, work notes and a resolution code.
Read more →Major incident management
Any agent can propose a major incident; an IT administrator accepts it, which sets impact and urgency to 1 and shows a banner on the record, and child incidents link to the parent.
Read more →Problem management and known errors
Autessa IT Desk includes problem management: problems move from assess to root cause analysis to fix, and marking a known error writes a draft knowledge article with the workaround.
Read more →Change management
Autessa IT Desk includes change management (change enablement): standard, normal and emergency changes, a calculated risk, CAB approval, plans, change tasks and a review before close.
Read more →Change calendar and conflict detection
The change calendar shows scheduled changes by month or week, and the conflict check warns when changes share a configuration item in overlapping windows or fall in a blackout.
Read more →SLA management
Autessa IT Desk includes SLA management: SLA definitions with start, pause and stop conditions and business-hours schedules attach timers to tickets, warn at 75% and record breaches.
Read more →Priority matrix and assignment rules
Priority is calculated from an editable impact x urgency matrix, and ordered assignment rules route each new ticket to the right assignment group or person automatically.
Read more →On screen
What it looks like
Major incident management
Problem management and known errors
FAQ
Questions about incidents, problems and changes
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.
Who can declare a major incident?
Any IT agent can propose one, and only an IT administrator can accept or reject it. That keeps priority 1 for real outages.
What is the difference between an incident and a problem?
An incident is one interruption that needs service restored. A problem is the cause behind one or more incidents. You open a problem when the same thing keeps breaking.
Does Autessa IT Desk have a Change Advisory Board?
Yes. You choose a CAB group, and a change entering Authorize asks every member for approval. You decide whether one approval or everyone's is needed.
How does Autessa IT Desk detect change conflicts?
It compares each change's planned window and configuration items with every other scheduled change. Two changes on the same item, or an affected item, in overlapping windows are a conflict.
Can SLAs count only business hours?
Yes. A business-hours schedule counts only working days and hours in a time zone, skips holidays, and can use several windows a day, such as a lunch break.
How does the priority matrix work?
Each ticket has an impact and an urgency from 1 to 3. The matrix gives each pair a priority from 1 to 5, and IT Desk applies it whenever impact or urgency changes.
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