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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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