WiscIT - Reviewing aging incidents

This document details how to review aging incidents in WiscIT in preparation for the launch of the aging incident process on September 20th, 2021.

Accessing the dashboard

  1. Log into WiscIT.
  2. Open dashboard manager. See WiscIT - Accessing the Dashboard Manager.
  3. Navigate to the "Aging Incidents Dashboard" in the Global > DoIT Dashboards folder. dashboard.png

Navigating the dashboard

  • The main widget shows aging incidents for the selected team. Use the ‘Choose Team’ button to select the team you are interested in.

    chooseteam.png
  • Not sure what teams to look for? You can use the ‘lookup teams of user’ button to check.

    lookupusersteams.png
  • The “All my teams” widget shows incidents that will be resolved without notification for all teams that you are a member of combined.

    allmyteams.png

Reviewing incidents that will be resolved without notification

After selecting a team, review the incidents in the main widget and take one of the following actions:

  • Take no action - the incident will be resolved without notification to customer or technologist on September 20th

  • Resolve the incident (with notification) - set the ticket status to resolved and a notification email will be sent to the customer

  • Resolve the incident (without notification) - Use the “mute” button in the “I want to” section to mute customer notifications. Then resolve the incident and no notification will be sent to the customer

  • Exempt the incident from autoresolution - set the ticket to a status that will allow it to remain open indefinitely. See WiscIT - Exempting individual incidents from the aging incidents process

  • Update the incident - take any action and save the incident; it will not be resolved without notification. However, if unactioned for more than 1 week, it will be set to “Pending - Autoresolution” when the aging incidents process is activated on September 20th

See Also:




Keywords:wiscit aging incidents process   Doc ID:113271
Owner:Will C.Group:WiscIT - Wisconsin IT Service Manager
Created:2021-08-25 14:30 CDTUpdated:2021-08-26 13:08 CDT
Sites:WiscIT - Wisconsin IT Service Manager
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