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ITSMIncidentProblemManagement

Free

by Znuny GmbHcompany

Implements ITIL-compliant Incident and Problem Management processes, including specialized ticket types, state machines, and impact-priority-urgency matrices.

This package extends the ticket system with ITIL-compliant Incident and Problem Management. It introduces new ticket types (Incident, Service Request, Problem), additional fields for Impact, Urgency, and Criticality, and a matrix to automatically calculate ticket priority. It also provides specialized views for agents to manage the lifecycle of incidents and problems effectively, including a "closed with workaround" state and service incident state indicators. It is a core component of the Znuny ITSM stack and requires the ITSMCore package.

Features

  • Priority Matrix

    Automatic calculation of priority based on impact and urgency.

  • ITIL Ticket Types

    Adds Incident, Service Request, and Problem types for better classification.

  • Decision View

    Specialized screen for assessing and categorizing tickets.

  • Service Incident State

    Visual traffic-light indicator for the current status of a service directly in ticket screens.

Categories

ITILIncident ManagementProblem ManagementService DeskITSM

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