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Incident Management Details

HPE Service Manager uses the Incident Management application to enable the Incident Management process. The main function of Incident Management is to monitor, track, and record calls and open incidents as necessary.

In Incident Management, an Incident Analyst investigates, diagnoses, and proposes solutions for incidents. The Incident Analyst escalates those incidents requiring a change to the Incident Coordinator.

This section describes selected Incident Management fields in the out-of-box Service Manager system.

Topics in this section include: