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Incident Resolution and Recovery (SO2.4)

As part of the incident resolution and recovery process, the Incident Analyst identifies and evaluates potential resolutions before those resolutions are applied and escalates incidents as necessary. The Incident Analyst may escalate incidents to the Incident Coordinator, including those incidents that require a change. If the Incident Analyst does not have the required level of permissions to implement a change, the Incident Analyst reassigns the incident to another group that can implement the resolution.

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Incident Management overview

Change Incident Resolution
Reassign Incident Resolution
Test the Incident Resolution

Incident Management workflows and user tasks
Processes and Best Practices