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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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"cat food" (quotation marks) |
Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase. |
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Two or more words in the same topic |
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Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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A combination of search types | ( ) parentheses |
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- Incident Management Workflows
- Incident Logging and Categorization (process SO 2.1)
- Incident Assignment (process SO 2.2)
- Incident Investigation and Diagnosis (process SO 2.3)
- Incident Resolution and Recovery (process SO 2.4)
- Incident Review and Closure (process SO 2.5)
- Incident Escalation (process SO 2.6)
- SLA Monitoring (process SO 2.7)
- OLA and UC Monitoring (process SO 2.8)
- Complaint Handling (process SO 2.9)
Incident Review and Closure (process SO 2.5)
The Incident Review and Closure process includes many steps to verify the success of implemented solutions and to verify that incidents are accurate and complete.
After a solution is implemented for an incident, the solution must be verified, typically by the group that implemented the solution. If necessary, the user can be contacted to verify the solution. The resolving group closes the incident and notifies the Service Desk to close the related interaction. When closing an incident, the likelihood of the incident recurring is determined and Problem Candidate is selected accordingly.
You can see the details of this process in the following figure and table.
We welcome your comments!
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