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SimpleOne Incident Management supports the incident management process in the following ways:

  • Log incidents
  • in the instance/SSP or by sending email
  • ;
  • Classify
  • incidents
  • them by impact and urgency
  • to prioritize work
  • ;
  • Assign them to appropriate groups
  • for quick resolution
  • ;
  • Escalate
  • as necessary for further investigation;Resolve the incident and notify the user who logged it
  • , resolve, and report.

Any user (either end-user or agent) can raise an incident and track its status until service has been restored and the issue has been resolved.

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