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ITIL Incident Management with SharePoint 2010 using SharePoint 2010 Designer
Workflows
Posted on October 19, 2011 by Spike Xavier

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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, 5Planning)

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.

So if an incident is of High Urgency and has a High Impact it will get a priority code of 1Critical 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.

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.

Site Actions>Site Settings

Select Site content types under Galleries.

Click the 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.

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

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

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

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).

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.

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)

(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.

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.

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).

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

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)

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.

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.

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)

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.

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.

Now we click the 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.

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

We click the Advanced Settings link.

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

We click 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.

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

We uncheck Item which will make 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.

We fill out as shown and click OK.

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

Notice the message.

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

We click Create.

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

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

Our Quick Launch now looks like this:

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 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.

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.

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.

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.

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.

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.

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

We click on List Workflow and choose NewIncident.

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

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.

Add step to 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.

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.

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

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.

We start typing set field and hit enter

We click on field.

We 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.

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.

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

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.

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

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

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

Set value if incidentDueDate to variable priorityTime. Click field.

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.

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

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.

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.

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.

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.

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.

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.

(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.

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

Configure the Start Options as shown.