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Incident Management Flowchart

Incident Management oversees the entire life cycle of incidents from creation to closure, involving various critical states. These states include New, In Progress, On Hold, Resolved, Closed, and Canceled, each with specific roles and actions. The process ensures effective handling and resolution of incidents to maintain quality service delivery.

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137 views1 page

Incident Management Flowchart

Incident Management oversees the entire life cycle of incidents from creation to closure, involving various critical states. These states include New, In Progress, On Hold, Resolved, Closed, and Canceled, each with specific roles and actions. The process ensures effective handling and resolution of incidents to maintain quality service delivery.

Uploaded by

kalai mugill
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Incident Management is responsible for managing the life cycle of incidents, from creation to

closure.
The Incident Management process has many states, and each is vitally important to the
success of the process and the quality of service delivered. The different states can be
represented in a diagram as follows:Incident management state model flow

Incident states
State Description
New Incident is logged but not yet investigated.
In Incident is assigned and is being investigated.
Progress
On Hold The responsibility for the incident shifts temporarily to another entity to provide further
information, evidence, or a resolution. When you select the On Hold option, the On
hold reason list appears. If the On hold reason is Awaiting Caller, the Additional
comments becomes mandatory.
Note: If the caller updates the incident, the On hold reason field is cleared and the state
of the incident is changed to In Progress. An email notification is sent to the user whose
name is mentioned in the Assigned to field as well as to the users in the Watch list. An
incident can be placed in the On hold state one or more times prior to being closed.
Resolved A satisfactory fix is provided for the incident to ensure that it does not occur again.
Closed Incident is marked Closed after it is in the Resolved state for a specific duration and it is
confirmed that the incident is satisfactorily resolved.
Canceled Incident was triaged but found to be a duplicate incident, an unnecessary incident, or not
an incident at all.

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