Incident Management

Incident Management enables you to restore normal service operation as quickly as possible and minimize the adverse impact on business operations.

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"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.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

You can access incidents from the Incident landing page enabling you to easily view the events and incidents of most interest. For more information, see Incident Management Landing Page.

Incident Management does the following:

Helps you categorize and track different types of service interruptions, such as service unavailability, performance issues, hardware, or software failures.

Ensures that incidents are resolved within agreed on service level targets.

This approach ensures that the best possible levels of service quality and availability are maintained.

Incident Analysts can escalate and reassign incidents. Incident Management can also automatically issue alerts or escalate an incident automatically to meet the agreed-upon terms of the service contract. For example, if a network printer is disabled, an Analyst can escalate the incident to a higher priority to ensure that the incident is resolved quickly. Incident Management ensures that the organization maintains the best possible levels of service quality and availability. It includes events that are communicated directly by end users, either through the Service Desk or through an Employee Self Service interface.

You can use Service Management Incident Management to automate reporting and tracking of a single incident or a group of incidents. Incident Management enables you to achieve the following results:

Categorize types of incidents and keep track of their resolution.

Require Incident records to follow a set process.

Define the users who are responsible for an incident type, and automatically notify when an incident opens or escalates.

Issue alerts or escalate an incident to properly meet the agreed-upon terms of the service contract.

Plan outages based on services that could be affected, based on the CIs specified in an incident or change.

Quickly detect and resolve incidents, resulting in lower downtime and higher service availability.

Note If you work with data domains and you want to manually change existing domain assignments, you must first add the Data domains field to the relevant forms. For more information on adding fields to forms, see How to edit a form. For more information on data domains, see Data domain segmentation.