Test the Incident Resolution

Part of Workflow(s): Incident Resolution and Recovery (SO2.4)

Applies to User Roles: Incident Analyst

One of the tasks of the Incident Analyst is to review and test the resolution described in the Solution field of an incident record. When the test is successful, the incident is assigned for incident closure. When the resolution test fails, the Incident Analyst returns the incident to incident investigation and resolution or assigns it to incident escalation.

To update tested incident resolutions:

1. Click Incident Management > Incident Queue or view your To Do Llst.
2. View and identify any incidents whose resolution (Solution field) can be tested.
3. Test the resolution described in a test environment that mimics the production environment.
4. When the resolution fails:
   1. If the incident requires an escalation, update the Assignment Group and Assignee fields with the Incident Coordinator responsible for the Incident Escalation process.
   2. If the incident does not require an escalation, update the Assignment Group and Assignee fields with the applicable Incident Analyst responsible for the investigation and diagnosis process or incident escalation.
   3. In both cases, in the Activities section, select a New Update Type and then in New Update type an explanation of the test failure.
5. When resolution testing is successful:
   1. Update the Assignment Group and Assignee fields with the applicable Incident Analyst responsible for the incident closure process.
   2. In the Activities section, select the New Update Type and then in New Update type a description of the test results.
6. Click Save & Exit.

Related topics

Change Incident Resolution
Reassign Incident Resolution
Incident Resolution and Recovery (SO2.4)