Incident response

Step by step

1. Record incident Service Desk Technician

   The Service Desk Technician records the store issue, priority, opening time, service and asset. The incident starts open so the desk can see that work is waiting.

   • Creates the case with its service and asset links.
   • Updates Incidents, Services, Assets

2. Acknowledge incident Service Desk Technician

   The technician reads the linked service and asset, checks their lifecycle states, chooses the assigned person and records the acknowledgment time. The incident becomes acknowledged only after that handoff is recorded.

   • Records assigned technician and acknowledgment time.
   • Updates Incidents, Services, Assets, People

3. Resolve incident Service Desk Technician

   The technician investigates the issue, adds dated updates and records the resolution time when the store issue has been addressed. The incident moves to resolved; closing it is a later status decision.

   • Preserves the investigation and resolution time.
   • Updates Incidents, Incident updates

Service Desk Technician

Owns triage and updates; Admin maintains the people, service and asset reference records; Store IT Coordinator adds related store evidence.