Incident Manager

Incident Manager is a free marketplace app that puts a working IT service desk in your workspace. It has the record hierarchy you expect from a big ITSM suite — incidents that belong to a service, roll up to a problem, and carry their own tasks and work notes — without the setup weight. Install it, and you have a board with real tickets on it in one click.

What it does

Six kinds of record, each doing one job:

• Services — what breaks. Your service catalog: name, owner, support group, service tier (gold/silver/bronze) and current status (operational/degraded/outage).
• Incidents — the ticket. Number, title, affected service, priority, impact, urgency, requester, assignee and resolution notes. Incidents run the lifecycle below and are what the board shows.
• Incident tasks — the child work items of an incident. Each one has its own small lifecycle, so an incident can be "in progress" while three of its five tasks are already done.
• Work notes — the running commentary on an incident, each marked internal or customer so you can tell what the requester sees.
• Problems — the root cause behind a run of incidents. Holds the diagnosis and the workaround, and shows every incident that points at it.
• Changes — the fix. A change request references the problem it resolves and the service it touches, and runs its own approval lifecycle.

Records and their children

The point of the app is the hierarchy. Open any parent record and its children are right there, live, with their own workflow state:

service  ──< incident ──< incident task    (each with its own state)
                 │     └─< work note
problem  ──< incident
problem  ──< change request >── service

• An incident page shows its workflow timeline, its tasks (with an "X of Y done" roll-up), and its work notes.
• A service page shows the incidents raised against it and the changes planned for it.
• A problem page shows the incidents it explains and the changes that fix it.

Everything on those pages is a live record — click a child to open it, or advance its state without leaving the parent.

The incident lifecycle

New → Triage → In Progress → Pending → Resolved → Closed

• New — raised, not yet looked at.
• Triage — being classified and assigned.
• In Progress — someone is working it.
• Pending — waiting on the requester, a vendor, or a change.
• Resolved — fixed, awaiting confirmation. Can be reopened straight back to In Progress.
• Closed — done. Terminal.

Three moves are gated so the record stays honest:

Incident tasks run Open → In Progress → Blocked → Done, and changes run Draft → Review → Approved → Implementing → Completed.

There is no Cancelled lane. Abandoning a record is an admin override with a reason, recorded in the audit trail rather than modelled as a workflow step — so a cancelled ticket never looks like ordinary work that finished.

Installing from Logic Cores

1. Go to Logic Cores (sidebar → Logic Cores).
2. Find Incident Manager in the free apps section.
3. Click Install.
4. Choose whether to load demo data (4 services, 3 problems, 12 incidents, 10 tasks, 9 work notes and 4 changes). Demo mode fills every board lane so you can see the flow immediately; delete it whenever you like.
5. The app appears in your workspace sidebar as Incident Manager.

In the app

Uninstalling

Uninstall removes the app, its pages and its demo data. Your own records stay where they are, and the workflow definitions are retired rather than deleted — so the history of every incident you have already worked remains intact and auditable. Reinstalling picks the app back up with your data still in place.