The goal of Incident Management is to restore normal service operation while minimizing impact to business operations and maintaining quality.
SimpleOne Incident Management supports the incident management process in the following ways:
- Log incidents in the instance/SSP or by sending email;
- Classify incidents by impact and urgency to prioritize work;
- Assign to appropriate groups for quick resolution;
- Escalate as necessary for further investigation;
- Resolve the incident and notify the user who logged it.
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.
The incidents can be hierarchically linked between each other ("parent-child" concept, or "master-slave" concept, depending upon circumstances), or in a horizontal way. In this case, no subordinate model between linked incidents or other types of requests presents.
