Activity
Record basic details of the Incident
Incident detection and recording
Description
Description
The following activities are undertaken when recording an Incident:
- Assigning an Incident number: in most cases the system automatically assigns a unique Incident number. The user is often informed of the number so they can refer to it in later communications.
- Recording basic diagnostic information: time, symptoms, user, person dealing with the issue, location and information about the affected service and/or hardware.
- Supplementing Incident information: with other relevant information about the Incident (e.g. from a script or interview procedure) or from the CMDB (generally on the basis of the relationship defined in the database).
- Alerting: if there is an Incident with a high impact, such as failure of an important server, then the other users and management departments are warned.
Organisation
Responsible role
1st Level Support