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Incident
management module |
The incident management module enables for an
efficient management of incidents.
The ITIL-aligned practice of incident management aims to
re-establish the service provided as quickly as possible while maintaining a
minimal level of impact upon normal operations.
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Use
the incident management module to manage service requests (SRs). |
Help
topics
The incident
creation form is specially designed for expeditious incident creation. By
selecting a “quick call” incident template, one may open and close an incident
directly using a single form.
Browsing through existing
incidents
The left side menu enables the user to access several
incident lists.
The "New"
incidents list contains all new incidents whereas the "My incidents" list
contains the incidents which are assigned to you.
Manage different columns in the Incident lists.
Search for an incident by specifying its ID or by
using a keyword for one of the text fields.
The left side menu contains several actions enabling
to update an incident which has been selected from the list.
The incident form enables the Octopus user to view and
to manage the detailed information associated to an incident.
The diagram of incident statuses displays the various
statuses an incident may bear as well as showing the actions enabling for a
transition from one status to another.
There are several events for which you may receive
notification.
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An incident has been assigned to you. ³ An incident has been submitted by a user via
the self-service Web application.
To accelerate the process of incident creation and
classification, select a template when you create an incident.
Incident priorities indicate the order in which they
should be processed.
An incident’s site can be manually input.