Incident Management Practice

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

Log incidents;
Classify them by impact and urgency, categories and services;
Assign them to appropriate persons and groups;
Escalate, resolve, and report.

Any user (either end-user or agent) can submit 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).