Incident model

An incident model, also known as an interaction model, is a method of predefining steps to handle the Incident Management (IM) process. The model includes steps to take, chronological order of the steps, who is responsible for each step, a time scale, and escalation procedures. In addition, the model ideally includes necessary activities required to preserve evidence, such as security and capacity-related incidents. Some incidents occur frequently and require a quick and consistent manner of registration. For this reason, you can create predefined incident models or interaction models that include values for attributes, such as description, priority, impact, and service. You can then apply the predefined models to incidents as they occur.

Related terms

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)`