Managing incident requests
The information in this section is for support personnel. It describes how to use the Incident Management feature to manage an incident request through its lifecycle; starting with registration, through assignment, resolution, and on to closure.
There are also topics for group coordinators and on-duty managers that include assigning incident requests as a group coordinator, tracking incident requests, and handling escalations.
Other topics related to the general management of incident requests are also covered in this section, as outlined in the following list:
- Registering and assigning incident requests
- Updating an incident request
- Changing the incident request status
- Resolving and closing incident requests
- Reopening a closed or resolved incident request
- Working with incident requests as a manager
- Viewing incident request records
- Reviewing the status of an incident request
- Recording CI unavailability in Incident Management
- Using Incident Management scripts
- Relating incident requests and problem investigations
- Assigning or reassigning an incident request to a vendor
- Managing service targets
- Using tasks
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