# Process for Incident Requests
# ABB Ability™ Platform in MyService
Access to the new service is available to everyone in ABB. The whole ABB Ability™ Platform service is available on MyService.
Step 1
To use the new service please go to ABB MyServices.
The ABB Ability™ Platform widget is available from the main MySerlivces page.
Step 2
Click on the widget. The different options appear. From here you can report an issue, request for resources, contact Servive Desk, access helpful information.
# Report an Issue
Creating incidents is really easy now. To raise an incident, a user needs to take 4 steps:
- go to ABB MyServices,
- choose the ABB Ability™ Platform widget
- click "Report an Issue" and then, "Create Ability™ incident"
- To submit a ticket, User needs to enter the details below:
When creating an incident a user name is added in the "Affected User" field by default. Another user name can also be submitted if needed.
| Field Name | Details |
|---|---|
| Category | Select the applicable from the drop-down menu: Ability™ Cloud Platform, Ability™ Operations, Edge, Cyber Security |
| Subcategory | Select applicable subcategory from the drop-down menu |
| VSTS ID | not obligatory |
| Short decription | Briefly describe the issue |
| Description | Describe the issue with details |
After the incident is submitted, the User should set up the Impact and Urgency level: Low, Medium and High. Please see the Security Operations Severity Levels table to check what you should choose.
It is also possible to add other users to the “Watch list”. In result they will be able to see the ticket activity as well. To add another user, simply type a name or an email.
Using the “Activity” field, User can actively communicate with the Resolution Team.
# Ticket submitting confirmation
After submitting a ticket every User will get an e-mail confirmation from the Ability Global Helpdesk.
# Tracking tickets
After a ticket is submitted, the Service Desk or the Resolver Group provides the initial support to the user. The Service Desk Analyst will assign the incident to the appropriate Resolver Group. When the incident is assigned to the Resolver Group, the Resolver Group analyst should confirm if the incident has been assigned correctly and reassign the ticket to the correct Resolver Group if not. The Service Desk Analyst of the Resolver Group will get further clarification from the user as needed.
Every user can track the submitted tickets using the MyService features which are available from the My Information menu:
# Ticket Lifecycle
To see more details of a ticket, select an individual ticket. The Activity section displays the most recent actions taken to resolve the incident number.
