Managing Impact Incident queues

To support queue management, Incident Management assigns a Pending status to an Impact incident and enables you to work only on the Causal Incident, which is the root cause of the problem.  

With Intelligent Ticketing, you need not work on the Impact incidents. The Impact incident are created for notification purposes only and are marked as Pending. You actually work on the Causal Incident, which is in the Assigned state. Consider a scenario where you are using the impact-model and that you have one Causal Incident and 3 Impact Incidents. If there is no provision of queue management, you would have 4 incidents in the Assigned state. This makes it difficult to know which incident needs to be worked upon.

In Intelligent Ticketing, the 3 Impact incidents are marked as Pending and the one Causal incident as Assigned. With the clear statuses of each incident, it becomes easy for the service desk technician to decide which incident to be worked upon. The group to which this Causal Incident is assigned works only on the single Causal Incident and marks its status as In Progress. After the incident is resolved, the related Impact Incidents are also automatically resolved and the details are updated in the Work Details log.