This documentation supports the 18.08 version of Service Desk.

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Generating an incident request review

The first step in the incident request review process is to generate an incident review overview. The overview helps you to identify problems that need to be investigated.

When generating the incident request overview, consider selecting all incident requests that have:

  • Been linked to the service infrastructures, or business service records, for which you are the problem coordinator
  • Their Impact field set to 2-Significant/Large or higher
  • Been resolved in the past four months
  • Not yet been linked to a problem investigation and were resolved with a workaround

If a specialist notifies you of a new problem, create an overview that includes the incident requests referred to by the specialist, and any similar incident requests.

After you generate an overview of unreviewed incident requests using the search criteria outlined in the preceding list, review the individual incident requests. When reviewing the incident requests, consider the following points when deciding whether the incident request should be linked to a problem investigation:

  • Was the root cause of the incident request removed when the incident request was completed?
  • Was the incident request significant? Consider an incident request significant when:
    • The service outage involved more than one person.
    • There were multiple occurrences.
    • You believe the incident might recur.
  • Has the underlying problem already been identified? If it has, link the incident request to the problem.

In addition, consider whether analysis of your organization's capacity management or availability management systems indicates the potential for problems.If the incident request requires a new problem investigation, generate the problem investigation and link the incident request to it as described earlier in this section. After you create the problem investigation, assign it to a specialist. For information about how to do this, see Assigning problem investigations.

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