ServiceGrid Article - Incident Management
This article contains the details about various actions, statuses, roles, and the data in an incident management.
The following are the different actions in an Incident Management:
- Create a new Incident by selecting a customer.
- Create a new Incident by selecting an end user.
- Create a new Incident by selecting a device.
- Create a new Incident by selecting a location.
- Create a new Incident by selecting a service.
- Create a new Incident by selecting a solution.
- Create a new Incident from customer emails.
- Track open Incidents.
- Update an Incident.
- Create or reference problem calls to an Incident.
- Create or reference parent/child calls automatically.
- Assign an Incident to CIs such as customer, location, contract, device, and so on.
- Send manual or automatic notifications to end users or technicians.
- Send manual or automatic notifications including a "QuickLink" to the call.
- Escalate an Incident to second level Queue.
- Escalate an Incident to second level Technician.
- Escalate an Incident to third level Queue.
- Escalate an Incident to third level Technician.
- Automatic notification of queues to technicians through email or SMS.
- Collection of work time, travel time, and travel distance data by the technician.
The following are the different statuses of Incident Management:
- L0: Incident Created by Customer
- L1: Incident Created by Level 1
- L1: Incident In Progress
- l1: Incident Solved
- L1: Incident Closed
The following are the different roles in Incident Management:
- End User
- Support Level 1
- Support Level 2
- Support Level 3
- Service Manager
The following data are available for Incident Management:
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