Incident Management Flashcards
What is the lifecycle of an incident record?
Creation and Classification
Investigation and Diagnosis
Resolution and Closure
What are the incident management main tables?
Incident [incident]
Incident Task [incident_task
Task [task]
What are the permissions for someone with the admin role?
Can perform all tasks and operations.
What are the permissions for someone with the Itil_admin+Itil role?
Can perform all tasks except accepting or promoting a major incident and changing incident properties.
What are the permissions for someone with the Itil role?
Create, read, update incident records
Resolve incidents
Reopen incidents
Create changes and outages from incidents
Propose major incidents
Create requests from incidents.
What are the permissions for someone with the Incident_manager role?
Read, update incident records
Resolve incidents
Reopen incidents
Create changes and outages from incidents
Propose major incidents
Create requests from incidents.
Manage Incident Properties
What are the permissions for someone with the Major_incident manager role?
Create, read, update incident records
Resolve incidents
Reopen incidents
Create changes and outages from incidents
Propose major incidents
Create requests from incidents.
What are the permissions for someone with the User role?
Can read, update, close, or resolve incidents. (their own incidents)
What are the permissions for someone with the sn_incident_read role?
Can read incidents.
What are the permissions for someone with the sn_incident_write role
Can create, read, and update incidents, including templates.
Where can you create incident records?
Employee Center and Portals
Incident(application) or workspaces
Support Chat
Inbound Email
Integrations
Copy and Create Child Incidents
What is the difference between when a user or an itil user reopens an incident?
When an ITIL user reopens an incident, child incidents also reopen.
When a user reopens an incident, child incidents do not reopen.
What are the Major Incidents possible states?
Proposed
Accepted
Rejected
Closed
How a Major Incident is created?
By trigger rules:
>Critical Business Services Impacted
>Number of Child Incidents
>P1 incident
>High severity incident
The “create major incident” module
Promotion/proposal from an existing incident
Accepting candidates
What can be created from the Major Incident Workbench?
Incident tasks
Child incidents
Outages
Changes
Major Incident Candidates
