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Incident Management - Coggle Diagram
Incident
Management
Process
Reporting an issue
Defining priority
Assigning the right group for resolution
(Escalation to the next level)
Resolving and comunicating to the user
States
New
In Progress
On Hold
Awaiting Caller
Awaiting Change
Awaiting Problem
Awaiting Vendor
Resolved
Closed
Canceled
Severeness
Urgency (1-3)
Priority
1 - Critical
2 - High
3 - Moderate
4 - Low
5 - Planning
Impact (1-3)
Classification
Category +
Sub-Category
Inquiry / Help
Antivirus
Email
Internal Application
Software
Email
Operating System
Hardware
CPU
Disk
Keyboard
Network
DHCP
IP Address
Wireless
Resolution
Process
Investigation
Diagnose incident
Check other incidents
by the same user
Ask for more info
Update work notes
Check impacted CI
(+ it's dependecies)
Promotion
Create Problem
Create Change
Create Request
Escalation