Service Manager

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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