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  1. DNS & Domain Management
  2. Process
  3. Incident response
Process · Incident response

Incident response

Start with the affected service, asset, priority and assigned responder. Keep the acknowledgment time and authored updates in the incident chronology, then separate recovery from final closure.

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Step by step

  1. Incident opening Service Operator

    Service Operator links the service, asset and assignee and records Open with the actual opening time.

    • Record Open, service, asset and assignee
    • Updates Incidents

  2. Acknowledgment Service Operator

    Service Operator records the actual acknowledgment time and moves Open to Acknowledged.

    • Record actual time and Acknowledged
    • Updates Incidents

  3. Investigation Service Operator

    Service Operator records dated, authored updates and moves Acknowledged to Investigating.

    • Add authored update and Investigating
    • Updates Incident updates

  4. Resolution Service Operator

    Service Operator checks recovery evidence and records the resolution time before moving to Resolved.

    • Record recovery time and Resolved
    • Updates Incidents, Incident updates

  5. Closure Service Operator

    Service Operator reviews the incident and moves Resolved to Closed.

    • Review recovery and record Closed
    • Updates Incidents

Who does what

Roles and permissions
Service Operator
.

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