New Error & Incident form

ASR maintains an Error & Incident reporting form, used to report and track system or service problems that may impact faculty, staff, and/or students. This week, a refreshed Error & Incident (E&I) reporting form was made available: https://asrprojects.umn.edu/error-and-incident-report. A new E&I process guide is also available. This document outlines how to complete the form, communication outcomes, and follow up steps that might be needed. There are also instructions about ServiceNow access and data archiving plans.

Please update your bookmarks and anywhere you may have the form linked for others to access. The form is also linked from the ASR Intranet, the ASR Projects site, and will be updated on other staff resources by individual units.

The Error & Incident form received a facelift to make the process smoother, more user-friendly, and flexible for varied situations. Built in Drupal Lite, it addresses many pain points of the old form. Improvements include:

• Allows for dynamic questions based on the status of an incident
• Connects ServiceNow ticket information
• Generates a ServiceNow ticket at the same time as submitting and E&I notice
• Allows for easy communication between the E&I communication group members, including the person who submitted the E&I notice
• Creates communications with unique subject lines to avoid Gmail truncating different reports into a single conversation
• Provides the ability for a submitter to attach screenshots, images, documents, or links to shared files to either illustrate the incident, or aid in the solution