How to Manage Incidents › Manage Automated Incident Processes › The Assign Incidents Process

The Assign Incidents Process

The Assign Incidents process includes the following steps:

Assign IT Worker

This step is triggered when an incident is first logged. This step triggers CA Clarity PPM to run the Assign Incidents job and, when the job has finished, to mark this step as complete. This step sends an action item to the IT worker to review the incident to which they have been assigned. Once this step is complete, the Acquire Incident step starts.

Acquire Incident

This step is triggered when either the Assign IT Worker or the Incident Not Resolved step is complete. This step sends an action item to the IT worker to review and accept the newly assigned incident. During the IT worker review of the action item, the IT worker can either accept or reject the assignment. If the assignment is rejected, the Incident Escalated step starts. If the assignment is accepted, the Work On Incident step starts.

Work On Incident

This step is triggered when the Acquire Incident step is complete. This step sends an action item to the IT worker to work on the new assignment. The IT worker then works on the incident and then marks the action item as done. Once marked as done, the Record Effort step starts.

Record Effort

This step is triggered when the Work On Incident step is complete. This step sends an action item to the IT worker to record the effort spent on the incident. The IT worker then requires to record the effort and mark the action item as done. Once marked as done, the Resolution Verification step starts.

Resolution Verification

This step is triggered when the Record Effort step is complete. This step sends an action item to the requestor to verify and confirm that the incident has been satisfactorily resolved. During their review of the action item, the requestor can either approve or reject the resolution. If the resolution is approved, the process ends. If the resolution is rejected, the Incident Escalated step starts.

Incident Escalated

This step is triggered when either the Acquire Incident or the Resolution Verification step is complete. This step changes the status of the incident to Escalated. Once this step is complete, the Incident Not Resolved step starts.

Incident Not Resolved

This step is triggered when the Incident Escalated step is complete. This step sends a notification to the IT manager that the incident has not been resolved and to review and reassign the incident. When the IT manager marks the action item as done, the Acquire Incident step starts.