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An incident can be submitted by any user user (either end-user or agent). Users can follow and track the state until the issue is resolved or the service is restored. The The incidents can be hierarchically be hierarchically linked with each other ("parent-child" concept, or "master-slave" concept, depending upon circumstances).
Incident Interface
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Describes what the incident form consists of.
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Incident Processing
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This section focuses on incidents incident processing by the agents.
Incident Management State Model
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