---
title: Incident Manager
summary: Free marketplace app — a lightweight service desk with incidents, child tasks, work notes, services, problems and changes.
order: 15
---

# 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:

| Move | Requires |
|---|---|
| Triage → In Progress | an assignee |
| In Progress → Resolved | resolution notes |
| Change: Review → Approved | an approver |

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

| Page | What it does |
|---|---|
| **Dashboard** | Open incidents plus the service catalog at a glance. |
| **Board** | The six-lane Kanban. Drag a card to advance it; click to open. |
| **My Incidents** | Just what is assigned to you, filtered by your account's email. |
| **Incidents** | Every incident, newest first, searchable. |
| **Tasks** | Every child task across every incident. |
| **Services** | The service catalog, with tier and current status. |
| **Problems** | Known problems, their workarounds and root causes. |
| **Changes** | The change board plus a full change list. |

## 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.