Incident management process

Incident management process optimizes the support service operations and consists of a number of subprocesses:

1.Case registration

2.Notifying the assignee/assignee group about the case.

3.Automatically selecting assignee when accepting a case.

4.Processing cases from the queue.

5.Notifying the contact about case status change.

6.Notifying contacts about posting messages in the “Portal” channel

7.Automatic reopening a case and clearing the assignee when an email or a comment is received from the portal.

8.Recording and sending resolution to the contact.

9.Analyzing the case score.

10.Searching for similar cases.

11.Case escalation.

12.Diagnosing and resolving the case.

Each sub-process runs independently of the others. The launch of the processes is affected only by the current case state and changes in the case.

Incident management processes are available in the process library located in the System Designer

Perform initial setup before you start using the processes.

See also

•How to create a case

•How to process a case