ITIL – Incident Management with SharePoint 2010 using SharePoint 2010 Designer Workflows

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ITIL – Incident Management with SharePoint 2010 using SharePoint 2010 Designer Workflows

Like This Blog 9Spike Xavier
Added by October 19, 2011

This blog post is a step by step description of the creation of the Incident Management Solution created for Mark Thomas and my presentation at the 4th Annual I.T.S.M Summit in Arizona.

This solution uses a pair of provided matrices to construct custom workflows in SharePoint Designer 2010 and manages the incidents. This solution can be constructed using SharePoint 2010 Foundations and SharePoint Designer 2010 which are free (with a valid server license in the case of Foundations) as well as Info Path (which is not free however is a tremendous value considering all that it does).

Here is a summary of our plan:

  • We start with a new Site Collection using a team site as the template for the top level site.
  • We create content type of incident based on a custom list.
  • We will hide the title column.
  • We will change the created column to be called incidentReported
  • Then we’ll add the new site columns based both on our matrices as well as columns to manage the incidents:
  • incidentCreatedDate – date / time set as today.
  • incidentDescription – Enhanced rich text (Rich text with pictures, tables, and hyperlinks)
  • Urgency – choice (High, Medium, Low)
  • Impact – choice (High, Medium, Low)
  • priorityCode – choice (1-Critical, 2-High, 3-Medium, 4-Low, 5-Planning)
  • incidentStatus – choice (open/closed default open)
  • resolutionList Assignment- choice (Tier1, Tier2 , Planning)
  • incidentDueDate – date/time (to be set in workflow)
  • resolutionTime – date/time to be set as duration when incident marked closed
  • incidentResolutionNotes – Enhanced rich text (Rich text with pictures, tables, and hyperlinks)

We will use Info Path 2010 to customize the new item form used to add an incident so that users are presented only with those fields they need to fill out.
We will customize edit item form to include resolution notes and give them the ability to change the IncidentStatus from open to closed).

We need containers for our incidents as they move through the system so we will create 5 lists and set their default content type of incident: NewIncident, Tier1, Tier2, Planning, ClosedIncidents

We will use SharePoint designer to create and deploy the following workflows:

Create matrices workflow for NewIncident list.
This workflow will analyze the values of the columns Urgency and Impact and will run through a series of if / else statements to lock onto the condition which matches the incident, then will set some of the column values and using a date/time workflow variable called priorityTime will set the incidentDueDate according to the rules provided by the Matrices. The incidentLocationAssignment value will be set to the appropriate value and the item will then be forwarded to the correct ‘resolution list’ for attention and after a brief time the incident will be deleted from the NewIncident list.

Next we’ll create reusable workflow for status when changed to closed move to closed incidents and send the incident to the ClosedIncidents list.

Here is the provided set of incident matrices for reference:

Prioritization Matrices.

ITIL-SharePoint-2010-Prioritization-Matrices

So if an incident is of High Urgency and has a High Impact it will get a priority code of 1-Critical and will get an incidentDueDate 1 hour from the time the incident was created.

 

We start with a new Site Collection using a team site as the template for the top level site.

ITIL SharePoint 2010 new Site Collection using a team site

We’ll customize the front page later so that users can create new incidents from the home page.

 

 

We create content type of incident based on a custom list.

ITIL-SharePoint-2010- content type of incident based on a custom list

Site Actions>Site Settings

 

 

Select Site content types under Galleries.

ITIL SharePoint 2010 Site content types under Galleries

 

Click the Create Button to create a new content type.

ITIL-SharePoint-2010 Create Button to create a new content type

 

We call the item Incident and fill out the fields as shown choosing List Content Types and Item. We then click the OK button.

ITIL SharePoint 2010 List Content Types and Item

 

We will hide the title column. We click on the word Title.

hide the title column

 

We change the setting from Required to Hidden and click OK.

change the setting from Required to Hidden

 

Now we create the site columns needed for our Incident Content Type. We click the add from new site columns link.

create the site columns needed for our Incident Content Type

 

We create the site column: incidentCreatedDate – date / time set as today. We are sure to check the radio button for Date & Time as shown when we are done we click the OK button (not shown).

create the site column incidentCreatedDate

 

We then create the new site column: incidentDescription – Enhanced rich text (Rich text with pictures, tables, and hyperlinks) by clicking the add from new site column link (not shown) and filling out the fields as shown.

create the new site column incidentDescription Enhanced rich text

We leave the rest at default settings and click the OK button (not shown).

 

 

Now we create the new site column: Urgency – choice (High, Medium, Low)

create the new site column Urgency choice

(add from new site column not step not shown but same as ones above) We leave the default at the first value which is Low and click the OK button (not shown)

 

 

We add the new site column Impact – choice (High, Medium, Low) and set the values as shown.

new site column Impact choice

 

We add the new site column: priorityCode – choice (1-Critical, 2-High, 3-Medium, 4-Low, 5-Planning) and fill out the values as shown.

add the new site column priorityCode

Refer to text above for 5 values since they can’t all be shown in screen shot. Leave the other values as defaulted and click the OK button (not shown).

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We create the new site column: incidentStatus – choice (open/closed default open)

create the new site column incidentStatus

Leave the other values as defaulted and click the OK button (not shown).

 

 

Now we add the new site column: resolutionList Assignment- choice (Tier1, Tier2 , Planning)

add the new site column resolutionList Assignment

We leave the other values to their defaults and click the OK button (not shown).

 

 

We add the new site column: incidentDueDate – date/time (to be set in workflow) we are sure to check the Date & Time radio button.

add the new site column incidentDueDate

We leave the default setting of None for the default value as this will be set in a workflow. We leave the other values as defaulted and click the OK button (not shown).

 

 

We create the new site column: resolutionTime – date/time to be set as duration when incident marked closed.

create the new site column resolutionTime

We leave the default setting of None for the default value as this will be set in a workflow. We leave the other values as defaulted and click the OK button (not shown).

 

 

We add the new site column: incidentResolutionNotes – Enhanced rich text (Rich text with pictures, tables, and hyperlinks)

add the new site column incidentResolutionNotes Enhanced rich text

We leave the other values as their defaults and click the OK button (not shown).

 

 

We review the Incident Content type Settings Page to make sure all of our site columns are correct.

review the Incident Content type Settings Page

 

We need containers for our incidents as they move through the system so we will create 5 lists. We get there by clicking All Site Content in the Quick Launch.

All Site Content in the Quick Launch

 

Now we click the Create button to create our first List: NewIncident.

Create button to create our first List NewIncident

 

We choose Filter By: List> and choose Custom List as our template and then type NewIncident in the text box and hit the Create button.

Filter By List and choose Custom List as our template type NewIncident

 

We need to set the container up to manage its own content types so we click the List Settings icon in the Ribbon.

List Settings icon in the Ribbon

 

We click the Advanced Settings link.

Advanced Settings link

 

We check the Radio button Yes for Allow Management of Content types.

 Allow Managment of Content types

 

We click Add from existing site content types.

Add from existing site content types

 

We filter by Custom Content Types and choose Incident and click the Add button to move Incident to the right side. Then click OK.

filter by Custom Content Types and choose Incident

 

Now we’ll take item out of there by clicking the Change new button order and default content type link.

Change new button order and default content type link

 

We uncheck Item which will make Incident the default content type.

Incident the default content type

We then click OK

 

 

Next we’ll save this list as a template so that we can use it to create our other lists. To do this we click Save list as template.

Save list as template

 

We fill out as shown and click OK.

media_13190574494491.png

 

We click OK when the Operation Completed Successfully dialog box comes up.

Operation Completed Successfully dialog box

Notice the message.

 

 

Now we’ll create the other lists. We get there by clicking All Site Content in the Quick Launch.

All Site Content in the Quick Launch

 

We click Create.

media_13190576236821.png

 

We Filter by List and then choose IncidentTemplate and fill in the text box with Tier1 as shown then click Create.

Filter by List IncidentTemplate text box with Tier1

We repeat the process for Tier2 and Planning and ClosedIncidents (Tier2 is shown.)

 

 

Our Quick Launch now looks like this:

media_13190579245641.png

 

We will use Info Path 2010 to customize the new item form used to add an incident so that users are presented only with those fields they need to fill out.

Info Path 2010 to customize the new item form

We need to click on NewIncidents in the Quick Launch then click on the List tab and click on the Customize Form Icon in the Ribbon.

 

 

The new incident form opens up in info path.

new incident form opens up in info path

We delete everything but incidentDescription, Urgency and Impact. We can get a bit more fancy, but for now we’ll keep it simple. To delete a section of the form you simply highlight it and hit delete.

 

 

Now we click the Save Icon.

media_13190582563601.png

You will be taken through a save dialog box you name it and save it anywhere you like. I named mine IncidentNewItem the file format will default to .xsn which is an info path form template. (not shown)

 

 

We attempt to close InfoPath 2010 by clicking the x and are prompted to save and publish which we do.

close InfoPath 2010

This updates the new item form for the list NewIncident.

 

 

We are ready to update the Home Page for some UI. To get there we click the Navigate Up Icon and choose IncidentTracking.

Navigate Up Icon and choose IncidentTracking

To edit the home page we click the edit page icon (looks like a piece of paper and pencil) and we change the text. We then click Insert and Add a list web part for NewIncident.

 

 

Update the home page and insert a NewIncident Web Part.

insert a NewIncident Web Part

When we are done we click the save icon.

 

 

Open SharePoint Designer to build the custom workflows. Go to Site Actions > Edit in SharePoint Designer.

SharePoint Designer to build custom workflows Site Actions Edit in SharePoint Designer

 

When SharePoint Designer 2010 opens, we click on the Workflows link in the Navigation section.

SharePoint Designer 2010 Workflows link

 

We click on List Workflow and choose NewIncident.

List Workflow and choose NewIncident

 

Name the workflow and fill in a description (description is optional) then click OK.

Name the workflow and fill in a description

When we click ok we are taken into the SharePoint Designer 2010 workflow step creator and we can start typing. we will type if any and then click enter.

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Add step to check for urgent high and impact high.

check for urgent high and impact high

This will fill in If value equals value.

 

 

We click on the first word ‘value’ and choose the fx button to find the field Urgent and then we click on the second ‘value’ and set it to high.

media_13190596451221.png

When we click on the first ‘value’ it opens a text box with an fx. We click on the fx and we get the define a workflow lookup dialog box.

 

 

We set the first Value to CurrentItem>Urgency and click OK.

Value to CurrentItem Urgency

 

We set the second ‘value’ to High. This time when we click on the word ‘value’ a choice pops up and we choose High.

set the second value to High

We click just below the word if and type in if any and then we’ll hit enter

 

 

Add a condition to check if Impact equals high. First we click just below If and start typing If any and then hit enter.

Add a condition to check if Impact equals high

We basically do the same thing as before but this time we choose the field Impact instead of Urgency. We then choose High.

 

 

Now we’ll set the priorityCode based on our Matrices. If the Urgency is High and the Impact is High the priorityCode needs to be set to 1-Critical.

set the priorityCode based on our Matrices

We start typing set field and hit enter

 

 

We click on field.

media_13190601698171.png

 

We choose priorityCode.

choose priorityCode

Then we click value and choose 1-Critical (not shown)

 

 

We need a variable we’ll call priorityTime that we can use to help to set the incidentDueDate field. Click on the Local Variables icon in the Ribbon.

variable we'll call priorityTime incidentDueDate field

While we’re at it we can check to make sure our step matches.

 

 

Click the Add button in the Workflow Local Variables Dialog box and then type priorityTime and choose Date/Time and click OK then click OK.

Add button in the Workflow Local Variables Dialog box

 

Click just below the word Set and start typing add time and then click enter.

media_13190611443891.png

Based on our Matrices if the Urgency is High and the Impact is High we need to set the incidentDueDate to 1 hour after the Incident is submitted.

 

 

Set the values. Click on the 0 and change it to 1. Click on the minutes and change it to hours. Click on date and change it to Created.

media_13190613267181.png

 

To set the date to Created you use the Lookup for Date/Time Dialog box.

use the Lookup for Date Time Dialog box

 

Click on Variable:Date and change it to Variable:priorityTime.

change it to Variable - priorityTime

 

Click just below the word then and start typing set field then hit enter.

media_13190616466061.png

 

Set value if incidentDueDate to variable priorityTime. Click field.

Set value if incidentDueDate to variable priorityTime

 

Choose incidentDueDate.

Choose incidentDueDate

Then click on Value

 

 

Click on Value and then click on the fx button and Choose Workflow: Variables and Parameters from Data Source and Variable: priorityTime from Field from Source.

Click on Value fx button Choose Workflow

 

Place cursor just below the word then and type in set field and hit enter.

media_13190704089831.png

Click on field and change it to resolutionListAssignment and click on value and change it to Tier1 since an incident with ‘Urgency’ – High and ‘Impact’ – High goes to Tier1.

 

 

Copy Incident List Item to Teir1 List. Click just below the word then and type copy then press enter.

Copy Incident List Item to Teir1 List

Click on this List and change it to current Item and change the destination list to Tier1.

 

 

Add an Else-If branch. Click just below the word then and click on the Else-If icon in the Ribbon.

Add an Else-If branch

Now we basically repeat the process to create each of your conditions: High – Medium, High – Low, Medium – High, Medium-Medium, Medium-Low, Low-High, Low-Medium, Low-Low.
Refer to the Matrices Below for reference.

 

 

Matrices for reference.

media_13190711268201.png

 

Finally add a step to pause for duration then delete the item from the NewIncident List. To add a step Click outside (below) the first step then click the Step icon in the ribbon.

NewIncident List

We pause for duration for the user experience so that they can see that their item was added.

 

 

Start typing pause for and hit enter.

media_13190851968961.png

Notice that the steps are not nested. Step 2 is below Step 1.

 

 

Change the 5 to a 1. So that the workflow will be set to pause for 1 minute.

media_13190853190071.png

(In all actuality the workflow will wait for 5 minutes but it’s always nice to set it to 1 in case there is an update).

 

 

Click below Pause and start typing Del then hit enter and change the last value to CurrentItem.

change the last value to CurrentItem

 

Set the workflow to start when a new incident is added. Click on the New Incident Matrix Analyzer link in the Navigation.

New Incident Matrix Analyzer link

 

Configure the Start Options as shown.

Configure the Start Options

 

Save and publish the workflow.

 

 

 

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  1. miran

    Hi ,

    Great Instruction! after this IMS is created in SharePoint ,can user from different domain can access this incident management system ?
    for e.g. sharepoint is registered to abc.com ( share point@abc.com) that allows only domain user with @abc.com email to access it. can i give permission to other domain user to access it , if yes m how?

    Thanks in advance!

  2. Abdeldjallil FERCHOUCHE

    Great work Sir!

  3. Pingback: Can you really use SharePoint for Service Management process? YES.

  4. Christ

    And for Sharepoint 2013 is posible have the same example?

  5. Wael

    Excellent post.

  6. Dottie Dunn

    Interestingly enough I’ve created near the same format for the organization I work for. Its nice to know that there are other organizations using this for ITIL.

    This started out as an interim solution, until the company decides on a package for ITIL management. We have also created a Change Management app in SharePoint.

    There have several workflows, one for group, severity level and status. The email is populated with fields and variables. It has been very effective and has put in question the other applications that are being considered for ITIL management.

  7. Tony

    Thank you for sharing , it provided an idea for a current problem.

  8. Rob

    Has the workflow for closed incidents been published?

  9. Josh

    Great instructions! Was the workflow to move closed incidents into the closed list every published?

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