Incidents

An incident starts with a short summary and the service that is affected. The Service Manager also identifies the relevant asset and person assigned to respond. Priority helps the team decide which disruption needs attention first. Opened, acknowledged and resolved times preserve the sequence of work without relying on memory after the event.

The Business Overview workspace brings live incidents together and lets the team open each record for detail. The manager can distinguish work just opened from work acknowledged, under investigation or already resolved. An assigned responder can focus on the incidents in their name. The incident workboard gives a compact status view for a handover meeting.

• Open and assign. Record the disruption against the service and asset, select a priority and assign a person who can investigate it.
• Acknowledge and investigate. The Service Technician logs the responder action; the Service Manager records acknowledgment time and keeps incident status aligned with progress.
• Resolve and close. Record the resolution time, review the linked response evidence and close the incident after the outcome is understood.

Agree who opens incidents, who assigns responders and who may change status at each step. Map services and assets before using them as incident context. Set a clear meaning for each priority. An on-call shift identifies the scheduled responder, but the assignment on the incident remains the working owner. Decide how a shift handoff changes that assignment when an incident continues across coverage periods.

A monitoring receipt can identify a signal from another system. Decide which person checks such a signal and whether it merits a separate incident. Keep the external event identifier with the receipt so the team can investigate repeated deliveries. Detection and paging need their own configured connection or operating procedure.

Suppose a service becomes unavailable while an asset is under maintenance. The Service Manager opens an incident, records the affected service and asset, marks it Critical if the agreed priority rule calls for that, and assigns the scheduled responder. The Service Technician accepts the work, records an Acknowledge response event and posts an update. The Service Manager records the acknowledgment time and moves the incident to Acknowledged, so the incident state matches the dated work behind it.

If the responder finds a recurring cause, the manager can open a Problem for the same service. If the remedy requires a planned service change, the manager can prepare a Change with a risk assessment, time window and rollback plan. Those records answer different questions: what failed now, what underlying issue persists and what planned work will address it.

• Active incidents — Disruptions still open, acknowledged or under investigation, with service and owner visible.
• My assigned incidents — The responder’s own incident list for the current handoff.
• Incident workboard — A status board for review of live and recently resolved work.

Follow incident response and review change planning.