Change Incident Resolution

Part of Workflow(s):
Applies to User Roles:

One of the tasks of the Incident Analyst is to review and identify incidents received from the incident investigation and diagnosis process that need to be escalated to the Incident Coordinator because the implementation of the resolution requires a change.

To initiate a change for an incident:

  1. Click Incident Management > Incident Queue or view your To Do list.
  2. View and identify any incidents whose resolution (shown in the Solution field) can only be accomplished with a change.
  3. Update the Assignment Group and Assignee fields with the applicable group and Incident Coordinator.
  4. In the Activities section, select the New Update Type and then in New Update type a description of the change required to implement the resolution.
  5. Click Save & Exit.

Example: Search for a record
Test the Incident Resolution
Reassign Incident Resolution

Incident Resolution and Recovery (SO2.4)