Incidents

The overall goal of managing incidents is for an organization to return to the normal service level as soon as possible. It is important that your organization manages incidents in such a way that their impact on business activity is small. Incident management allows IT organizations to capture, forecast, and make decisions around the total work undertaken by the organization’s users.

This section contains the following topics:

Incidents Overview

How the Assign Incidents Process Works

View Newly Assigned Incidents from the Notifications Portlet

Assign Resources to Incidents

Reassign Incidents

Modify the Incident Contact Information

Modify the Incident Category

Incident Priority

Incident Priority Matrix

Change the Incident Status

Flag Incidents for Conversion

Enter Time Spent (Incident)

View Project and Task Associations (Incident)

How to Manage Incident Notes

View Audit Fields for Incidents

Manage Automated Incident Processes

How Incidents are Converted into Planned Work

Incident Data Mapping