The purpose of the incident management is to minimize the negative impact of incidents by restoring resuming normal service operations as quickly as possible.
The SimpleOne Incident Management supports supports the incident management process in the following waysactions:
- Log incidents.
- Classify them incidents by impact and urgency, categories, and services.
- Assign them incidents to appropriate persons personnel and groups.
- Escalate, resolve, and report .incidents
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. The incidents can be hierarchically linked connected with each other (the "parent-child" concept).
Create an
...
incident
...
Learn
...
In-depth instruction on how to create incidents via the Self-Service Portal or the agent interface, and out of inquiries.
...
Track incidents
...
Learn about the default notifications for the callers or request originators and how to create your own notifications to track incident processes.
Incident
...
processing
...
This section focuses on the incident state model and its processing , and how incidents are processed by the agents. Learn Figure out how to create incident announcements, tasks, and relationships between incidents and other elements such as problems, inquiries, change requests, etc. In addition, learn about creating and applying Standard Solutions and Workarounds the standard solutions and workarounds to incidents.
Configuring Incident Categories
Configure incident categories
...
Figure out Learn how to create /and delete categories or and subcategories on the admin end administrator's side for further use by the agents.