Incident Management

Overview

Incidents are general questions and/or break/fix situations (e.g. a customer calls and reports a service is not behaving as expected). Incidents can be opened internally by staff or by customers that communicate a question or problem through the OIT help desk. The guides below detail some of the functions of incidents, as well as how to perform common actions such as creating a new incident, updating an incident's status, reassigning an incident, etc.

Guides

• Add Non-UCI Callers to Watchlist
• Assign an Incident
• Create an Incident
• Impact Levels
• Incident States
• Update an Incident State
• Urgency Levels