Managing incident requests

Support personnel can use Incident Management to manage an incident request through its lifecycle; starting with registration, through assignment, resolution, and on to closure. Group coordinators and on-duty managers can assign incident requests, track incident requests, and handle escalations.

The following graphic depicts the lifecycle of an incident request:

This section discusses these activities. Topics include:

• Incident Management interface
• Managing your profile
• Selecting your application preferences
• Registering incident requests
• Assigning and reassigning incident requests
• Updating assignment availability
• Reviewing and changing the status of incident requests
• Resolving incident requests
• Closing incident requests
• Reopening a closed or resolved incident request
• Managing work information entries
• Viewing the audit log
• Modifying multiple records
• Working with incident requests as a manager
• Relating incident requests to other record types
• Using tasks to manage work on an incident request
• Managing and tracking security incidents