User Manual for Incident Management

Incident Management
User Manual, Version 2.0

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User Manual for Incident Management

About this Manual

Purpose
The purpose of this manual is to provide information about the Incident Management to
the Agriculture Insurance Company Of India Ltd End-Users.
The main functionality of Incident Management is to manage the incidents logged and
track them till closure. The user will use this manual as a reference to:

Register, Re-open and Close the incidents

View the status of the incident registered.

Intended Audience
AIC End-Users, who will log incidents.

Organization of the Manual

Information in this manual has been organised as follows:
Table 1: Organisation of this Manual
Chapter

Description

Chapter 1

Provides a brief introduction to ICC Helpdesk

Chapter 2

Takes you on a quick tour of ICC Helpdesk. It gives a brief introduction

about the general working features of ICC Helpdesk that you should
keep in mind while working.

Chapter 3

Describes how to use Incident Management

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Contents
1Introduction................................................................................................5
2Getting Started.............................................................................................
2.1Starting ICC Helpdesk.............................................................................................................. 6
2.2Logging In................................................................................................................................ 6
2.3User logging in for the first time............................................................................................... 7
2.4Using Menus and Toolbars........................................................................................................ 7
2.5Working with ICC Helpdesk....................................................................................................... 7
2.6Changing Default Password................................................................................................... 8-9
2.7Logging Out............................................................................................................................ 10

3Incident Management....................................................................................
3.1Registering an Incident...................................................................................................... 11-13
3.2Incident History & Status Check ....................................................................................... 13-16
3.3Incident Reopen ............................................................................................................... 17-18
3.4Incident Feedback.................................................................................................................. 18
3.5Close Incident................................................................................................................... 18-19
3.6 AIC Helpdesk Contact Details : ............................................................................................ 20

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List of Abbreviations

Abbreviation/

Description

Acronym
CTIS

Category,Type,Item,Summary

AIC

Agriculture Insurance Company of India

ICC Helpdesk

Incident Management tool Provided by TCS

User Manual for Incident Management

Introduction

This User Manual gives an overview of the basic functionality and features of ICC
Helpdesk for Incident Management module
It guides you to perform various operations like registering an Incident, Reopening an
Incident, viewing the History.
ICC Helpdesk is a user-friendly application that provides secured access to the users and
has a feedback mechanism in place for obtaining valuable inputs and/or suggestions
from the user. It provides on-screen help to the users.
All the components and functionality of ICC Helpdesk which are helpful to the End User
are explained in detail in the following sections of the document.

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Getting Started
This section provides information on how to use the ICC Helpdesk application and
describes the functions that can be performed by user.

2.1 Starting ICC Helpdesk

You need to type-in the following URL in the Internet Explorer (I.E version 6.0 or higher).
https://icchelpdesk.tcsicc.com
2.2 Logging In
Enter your login user Id and default password given below for the first time logging to
ICC Helpdesk. The User ID is usually your Windows domain user ID.

Example:
User ID:
Default Password:

avinandag ( Windows Domain ID)

T@T@1234

Figure: ICC Helpdesk Login Page

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2.3 After User logs in

When a user logs in with his/her UserId/Password, the Home page is displayed as
shown below

Figure: ICC Helpdesk Home page

2.4 Using Menus and Toolbars

You can select the required option by clicking the respective icon displayed on the
Home page.
Please refer to the screen shot of the ICC Helpdesk applications Home page as
shown above.

2.5 Working with ICC Helpdesk

On logging on to ICC, depending on the permissions given, you will be able to see
various options, like New Incident, New CR, and so on.
New Incident
Opens the Registration page where New Incidents can be registered.

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Check Status
Opens the History page where you can view all the Incidents that you have
raised.

FAQ
Opens a document containing Frequently Asked Questions (FAQs).

2.6 Changing Default Password

Once you have logged in, you have the option to change your default password. To
Change the default password you need to click on New Incident button on the Home
Page & Select Change Password option on the left panel as shown below. Please
Remember your New Password.

Figure: Change Password Option

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Figure: Change Password Page

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2.7 Logging Out

Click the Logout button located at the upper right hand corner of the page to log out
of the ICC Helpdesk application. This button is present on every page as shown below.

Figure: Logout Page

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Incident Management
The Incident Management pertains to various scenarios, as listed below:
1. Incident (Logging) Registration
2. Incident History & Status Check
3. Incident Reopen
4. Incident Feedback
5. Close Incident
Incident can be registered (logged) by self or by IT Help Desk Operator

2.8 Registering an Incident

After clicking the icon New Incident, ICC Helpdesk Registration page appears as
shown in the Registration Page, where you can log the Incident.

Registration Page

Incident Template: Not Applicable for AIC

Incident is classified into four sub levels called as CTIS.
CTIS: stands for Incident Category, Incident Type, Incident Item, and Incident
Summary.

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You will see a drop down list on the screen, from which the required value for the
category is to be selected. The values in the drop down list are related to the previous
selection, that is, once the value for the Category is selected, the drop down for Type is
populated with the values related to the selected Category, and so on.
Call Type: Select the call type as incident or new request.
Source Type: Select Web if you are accessing the tool over web. When you call the
service desk or send an email to service desk, appropriate source type will be selected by
service desk.
Description of Incident: This is a free text area which you can use to enter the
description of the incident in detail, up to 2000 characters.
Employee Details: Displays details of the user who is logged in currently. It will display
your details like your Employee number, name, location, and so on, in the respective
fields. These fields are auto populated and cannot be edited.
Temporary Information: This panel can be used to enter you current (temporary)
information if you have temporarily moved to another location. Please select your
Branch, Location & Telephone No. details which are mandatory fields.
Attachments Panel is used to upload the document if any (generally a word document
containing screen shot of the error being faced, if applicable).
You can upload a maximum of 5 attachments, maximum size of 2 MB for each
attachment.
The fields having a red astrix (*) marked on the right side are mandatory fields.
Following are the mandatory fields to log an Incident. These are shown in RED Text

Incident Category

Incident Type

Incident Item

Incident Summary

Call Type

Source Type

Description of Incident

Branch

Location

Telephone No.

After filling all the necessary details, submit the Incident by clicking Submit button,
Usually Branch, Location and Telephone No and Email information will be populated
automatically.
If you notice any change in information populated e.g., Telephone no. displayed is
changed or incorrect you can type in the correct Telephone no. This will help the Service
Desk person to contact you on no. provided to you for further assistance.

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If the Incident is registered successfully, the following information is displayed (See figure
below):

Incident No. which is the reference for the registered Incident. Logged Date and
time. The message The ticket has been logged in successfully appears
after an incident has been logged successfully in the ICC Helpdesk application.

Figure: Incident is logged successfully

2.9 Incident History & Status Check

An email notification will be sent to you after the Incident is logged successfully. Once
the Incident is logged successfully, it can be viewed through History screen.

You can use the History screen to view all the incidents logged by you so far, along with the details
like Status, current Person Responsible to solve the Incident, and so on.

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Figure 5: History Screen

If you click on a Ticket No., it will display the Incident page in which you can see
the In-Charge icon if that ticket is picked up by a support engineer. By clicking InCharge icon, you can view the details like Name, email id and contact number of
the Support Engineer working on the ticket.

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Figure: In-Charge (Support Engineer) Details

In Charge: In Charge is the Support Engineer who is responsible for providing the
solution for the incident logged.

STAGES IN INCIDENT LOGGING

SR
.NO

STAGE

OPEN

WORK IN PROGRESS

PENDING

RESOLVED

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COMMENTS
New Incidents are logged by user and CCM.Net tool generates
unique ticket number for reference
Once Incident is logged and the service desk engineer assigns
ticket to concerned team and ticket status changes to work in
progress
Pending status will be shown when the Support Engineer is
waiting for some solution by third party or asks for any additional
information from the user. The Support Engineer needs to
mention the reason for pending and the ticket pending till date
and time, after receiving of the relevant information the ticket can
be again put into work in progress status
Once Support Engineer finds the correct solution for the
problem, he updates the ticket as Resolved and also gives the
solution description.

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CLOSED

Re-Open

Once the Incident is Resolved, the user will get Email

Notification about the Incident Resolution. End user can either
close the Incident, if satisfied with the solution or has the option
to Re-Open the Incident with reason for Reopening of the
Incident. If End user doesnt close the Incident Ticket manually
then the Incident Ticket will be Auto Closed by System after 72
hrs of Resolution Time.
If End user is not happy with the solution provided then he has
option to Reopen the Incident with Reason for re-opening the
Incident. The Incident Ticket no. will remain same but will be
appended with letter R1 at end e.g 3600045-R1. The Reopen
Incident will follow the same workflow as New Incident

DIFFERENCE BETWEEN RESOLVED AND CLOSED INCIDENTS

Sr
No.

RESOLVED

CLOSED

Resolved Incidents can

be reopened within 72
hrs. of resolution time

Closed Incidents cannot be reopened , new Incident has to be

created in such cases

2.10

Incident Reopen

Once the incident is resolved, the Support engineer will change the status of the
incident ticket to Resolved. You will receive an email notification once the ticket gets
resolved. If you are not satisfied with the solution provided, you can re-open the
incident ticket or else you can provide feedback and Close it.
For Reopening an Incident, click on History, select the Incident no. and then click on
Re-Open button at the bottom of page as shown below.
While reopening the Incident the field Reason to Relog is mandatory.
provide the reason for re-opening the ticket in this field.

Please

When the Incident is re-opened, it is routed through same workflow as a fresh

Incident.

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Figure 8: Reopen an Incident

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2.11

Incident Feedback

You can give feedback on the resolved Incident. Clicking Feedback button opens a
feedback screen which displays pre-configured feedback questions. Please provide
your feedback and save. (Providing Feedback is optional)

2.12

Close Incident

If you are satisfied with the solution provided, you can close the Incident by clicking
the Close Ticket button as shown in above diagram. The ticket will be closed
permanently. Once the ticket is closed, the user is not allowed to provide feedback or
Re-open the ticket.

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Figure: Close Ticket

2.13

AIC Helpdesk Contact Details :

AIC Helpdesk Contact Nos: 1-800-222-799
022- 67788079

Email: b.shirgaonker@tcs.com

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