incident dealing process
2012-02-29 14:11:19 4 举报incident dealing process
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Is customer issue resolved?
Y
Are any known fixes Available?
Gather info on incident(Rule-directed)
Fetch service details
Run diagnostic tests & commands
Link incident ticket to problem ticket
N
DETECT
Change incident ticket to pending
N(refer to old)
Route ticket to theright owner
close incident
DIAGNOSE
Able to isolate problem?
VERIFY
Fill-out basic incident request
Try out potential fixes
CLOSE
Incident ticket set to is-resolved
Can link to any existing problem?
Pull up customer's old incident
Escalate to next-tier
Trigger a new problem ticket
Create incident ticket
Concerns previously reported incident
Assign problem ticket
Can old incident be reopend?
Rule-based ticket enrichment
FIX
Can issue be escalated?
Reopen incident ticket
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