How to Manage Incidents › Manage Automated Incident Processes

Manage Automated Incident Processes

You can create automated incident processes and track their progress. As a process administrator, activate the Assign Incidents approval process to manage the assignment, review, and completion of incidents. When a user logs a new incident, the process starts automatically. You can customize the process with your own business rules.

Follow these steps:

1. Open Home, and from Demand Management, click Incidents.

   The list page appears.

2. Click the incident short description.

   The properties page appears.

3. Click Processes.

   The processes page appears.

4. Click the Processes tab again and select one of the following menu options:
   • Click Available to view processes that are already created for the incident.
   • Click Initiated to view processes that have already started.
5. Select the check box for an available process and click Start to initiate it.

   Note: An instance of the Assign Incidents process is created automatically each time an incident is submitted for approval.

6. When the IT analyst fixes the issue, open the incident and change the status to Resolved.

   Note: Setting the status of an incident to Resolved when the Assign Incidents process is active and running triggers a notification. The notification asks the requestor to verify and confirm the resolution.

7. Enter a date in the Resolved Date field.
8. When the original requestor has accepted the resolution for the incident, change the status of the incident to Closed.

   Note: Setting the status of an incident to Closed when the Assign Incidents process is active and running triggers a notification. The notification informs the requestor that the incident is closed. The automated process does not change the status of an incident to Closed.

9. The Assign Incident process terminates when the Resolution Verification step is complete and the incident is resolved.