New SPIRIT Simplified Incident Form

Making IT Easy to Handle an Incident in SPIRIT

The Following Changes have been released to All Members of the Service Desk Analyst Role in SPIRIT Service Management.
This change makes some fields read only and adds buttons to complete common actions on the incident.

New Incident Handling Process

If a Ticket is in a “Logged” Status: Start with the button “Update Incident to Active”

New Read Only Fields

The Following Fields are now Read Only on the Form: Service, Category, SubCategory, Impact, Urgency, Status and Team.
Please click the image for a closer look.

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Indication if Owner is Not Set

Incidents cannot be resolved without an owner set. Please set the owner when you make the ticket Active or Waiting. The Form header will now indicate if the owner is not set.

unable-to-resolve

Only 1 Field to Edit Directly

The Owner field is still set directly on the Form
The field will always reflect the members of the team assigned.

only-1-field

New Waiting Button

There is now a button to select either of the 3 waiting statuses. A Prompt will automatically load to collect the note/reason to send to the customer.

waiting-button

New Reassign to Another Team Button

If you need to reassign the entire incident to another team. There is now a button to select the appropriate team and provide a memo for them. Please note that you can also use tasks if the other team is only responsible for a small portion of the resolution.

reassign-to-another-team

Temporarily Go Back to Old Form

Each member of the Service Desk Analyst Role will have temporary access to the ServiceDeskEditable Role to use the original form with the editable fields. Please use this role if you encounter an issue with the new form or the buttons. Please submit feedback directly to spiritfeedback@uss.salvationarmy.org

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Please submit your SPIRIT Feedback to spiritfeedback@uss.salvationarmy.org
or the SPIRIT Feedback Team inside Incident.