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Working with Incidents and Incident Management

An incident is an unplanned interruption or reduction in quality of an IT service, or a break in the standard operation of a service. The system records the details of an incident and its complete history from registration to resolution in an incident record.

About Incident Management

About the Incident Lifecycle

Viewing an Incident

About Creating an Incident

Modifying an Incident

Working with Master Incidents

Assigning an Incident

Linking Incidents

Investigating an Incident

Responding to Incidents

Resolving Incidents

Closing Incidents

Incident State Transitions Reference

Default Incident Templates

Incident Business Object Reference


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