Incident Management
An incident is an unplanned interruption of a service or reduction in its quality. The purpose of incident management is to minimize the negative impact of incidents by resuming normal service operations as quickly as possible.
The SimpleOne Incident Management supports the following actions:
- Log incidents
- Classify incidents by impact and urgency, categories, and services
- Assign incidents to appropriate personnel and groups
- Escalate, resolve, and report incidents
By the way they are created, incidents can be divided into:
- Incident tickets, which are initiated by end users;
- Infrastructure incidents, which are created by agents or automatically by the monitoring system. Infrastructure incidents can be major incidents and parent incidents for other incidents.
Users can follow and track the state until the issue is resolved or the service is restored.
The Incident (itsm_incident) and Incident Tasks (itsm_incident_task) tables are inherited from the ITSM Tasks (itsm_task) table that is a parent table for all ticket and task tables. The ITSM Tasks are, in their turn, based on the Task (task) table of the platform.
Incident Tickets
Learn about incident tickets, their state model, as well as how to create them.
Infrastructure Incidents
Find out about infrastructure incidents, their state model, as well as how to create them. Learn about major incidents and the relationships between incidents.
Process Incidents
Learn how incidents are processed by the agents. Explore how to create incident announcements, tasks, and relationships between incidents and other record types such as problems, user queries, and change requests. In addition, learn about creating and applying the standard solutions and workarounds to incidents.
Track Incidents
Learn about the notifications sent to incident initiators and how to create your own notifications to track incident processing.