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- Database Administration
- Process
- Incident response
Incident response
Assign an incident, acknowledge it and retain the investigation history.
Step by step
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Open Incident Incident Responder
Incident Responder records the affected service and asset, priority, assignee and opening time. The service manager can compare this with backup and change work affecting the same service.
- Creates assigned work against a service and host.
- Updates Incidents, Services, Assets, People
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Acknowledge Incident Incident Responder
A newly opened incident moves from open to acknowledged with its actual acknowledgment time. The assigned Incident Responder then takes the case into investigation.
- Records the transition and time when new work enters response.
- Updates Incidents
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Investigate Incident Incident Responder or Service Manager
Incident Responder records timed updates with an author and moves the work through investigation to resolution. A recurring cause can be held in a separate problem under the service.
- Preserves investigation notes and the service outcome.
- Updates Incidents, Incident updates, Problems
Who does what
Roles and permissions- Incident Responder
- , Service Manager, Admin.
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