The healthdata.be service (Sciensano) processes each incident report according to a standard operating procedure (SOP). A public version of this SOP "HD Incident Management Process" is also available on this portal docs.healthdata.be.
To submit an incident related to projects and applications in production and facilitated or managed by Sciensano's healthdata.be service, users can submit a ticket in the HD Service and Support portal.
The researchers have access to the list of incidents related to their project. This list is available in a data table in HD4RES v2.
In SAS Enterprise Guide, the data table is accessible via the ‘Servers’ window, located at the bottom left.
First open the following path Servers >> SASAppRES >> Libraries >> HD4RES2
Then, open the following table "V_HDM_SNOW_INCDNT" (incident life-cycle)
This data table contains the following fields:
|SNOW db field||HD4RES2 column names||Description|
|Number||IDC_INCIDENT_NUMBER||Unique number that is created once the incident is submitted (INCxxxxxx)|
|State||TX_STATE||The state in which the incident is at that moment :|
- New : the ticket is not handled yet
- Work in progress : incident is being worked on
- On hold : the IT-colleague is waiting for info from another party to continue
- Resolved : the incident is resolved. The caller can reopen the incident if not satisfied, within 14 days.
- Closed : ticket cannot be reopend anymore
|Caller||TX_CALLER_ID||The person who has submitted the incident|
|Service||T_U_SVC||The projectname on which the incident is created. Reflects on incidents opened before January 14, 2022. After this date, this field is replaced by the field 'Related Project Name'|
|Category||TX_CAT||The category to which the incident is related (data transfer, infrastructure, application, account, other)|
|Subcategory||TX_SUBCATEGORY||Depending on the category, the type of subcategory will appear that has been chosen.|
For example : if categroy=application, the list of applications will appear
|Related Project Name||TX_U_RELATED_PROJ_NAM||The name of the project (full name, abbreviation and projectcode)|
|Opened||DT_OPENED_AT||The date and time when the incident was opened|
|Updated||DT_SYS_UPD_ON||The date and time when the incident was last updated with comments, change of state, …|
|Short description||TX_SHORT_DESC||A short description of the incident|
|Customer Communication||TX_COMMENTS||Communication that has been sent to or received from the caller|
|Organisation||TX_COMP||The organization to which the caller belongs, if filled in in the profile of the caller|
|Assignment group||TX_ASSIGNMENT_GR||The team that is handling the incident. The person of this team that works on the incident, is visible in the portal.|
|Due date||DT_DUE_DATE||The person working on the incident can plan his work by filling in this field.|
|--none--||CD_PROJ_BUS||The internal project business code (HDBPxxxx)|
|--none--||TX_PROJ_BUS_ABBREV||Project business abbreviation|
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