Incident Management enables you to categorize and track types of Incident records, such as software, equipment, facilities, and network, and to track the resolution of Incident records. Incident records, service desk interaction reports, root cause records, and known errors are assigned to a category. A category classifies an incident or report by type.

A category can determine the following information:

  • Person or group of people responsible for resolving the service desk interaction or incident (the default Assignment Group)
  • Information that is required to open an incident
  • Incident severity
  • Incident priority
  • Allowed time for incident resolution
  • Time interval for escalating an Incident record to a higher alert stage