Incidents

The overall goal of managing incidents is for an organization to return to the normal service level as soon as possible. Incident management allows an IT organization to capture, forecast, and decide on the work undertaken by its users.

This section contains the following topics:

Incidents Overview

How the Assign Incidents Process Works

View Newly Assigned Incidents

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