This section focuses on Incidents processing by the agents.
Create Child Incident
Create a child incident links two or more incidents between each other in a "parent-child" model. To create a child ticket, please complete the following steps:
- Start creating a new incident in a way as it was described here;
- Fill in the form, then scroll down the page and press the Related Records tab;
- Unlock Slave Incidents. For this, press a lock icon.
- Press a magnifier icon to select an incident that will be a parent for this one. You can choose over one incident, in this case, all of them will be a parent for it.
- Press the lock icon again and then press Save.
If you need to make an existing incident child for another one, then you can skip step 1.
Create an Incident Task
Create Relationships
Escalation Rules
Assigning and Updating Incidents
Priority Management
The priority of the Incident can be figured out based on its impact and urgency using a priority matrix.
The impact of an incident indicates the level of damage that will be caused to the business user.
The urgency of an incident indicates the time within which the incident should be resolved.
Based on the priority, incidents can be categorized as:
- Major;
- High;
- Medium;
- Low;
- Minor.
The priority matrix
