The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operations as quickly as possible.
SimpleOne Incident Management supports the incident management process in the following ways:
- Log incidents.
- Classify them based on impact, urgency, categories, and services.
- Assign them to the appropriate people and groups.
- Escalate, resolve, and report.
An incident can be submitted by either an end-user or an agent. Users can follow and track the state until the issue is resolved, or the service is restored. Incidents can be hierarchically linked to each other (“parent-child” concept).
In-depth instructions on how to create incidents via the Portal or agent interface, and out of user queries.
Learn about the default notifications for callers, or create your own notifications to track incident processes.
This section focuses on the incident state model and its processing by the agents. Learn how to create incident announcements, tasks, and relationships between incidents and other elements such as problems, user queries, change requests, etc. Additionally, learn about creating and applying Standard Solutions and Workarounds to incidents.
Learn how to create/delete categories and subcategories on the admin end for further use by the agents.
