Incident Management

1. Process

1.1. Introduction

Incident management is a process for managing tickets that have been identified as an incident. Incident tickets are related to issues with ctcLink.

1.2. Scope

Technician begins the management process, identifies a solution for the client and solution offered.

1.3. Input(s)

A ticket that has completed the triage process.

1.4. Output(s)

Solution offered to client.

1.5. Tasks

  • Research incident and read notes
  • Communicate with client
  • Decision Tree: Are there several related incident tickets from different clients?
    • Yes: Go to problem management process
    • No: Go to test resolution
  • Work on incident

1.6. Role(s)

  • Technician
  • Client
  • Others as needed

2. Standard Operating Procedures

2.1. Research Incident and Read notes

  • Research Support Repositories (Reference Center, Oracle, Google, Knowledge Base)
  • Review added notes
  • Review attachments to the notes
  • Review links (i.e. other tickets or resources)

2.2. Communicate with Client

2.2.1. Acknowledge understanding of request or question

2.2.2. Decision Tree: Is additional information needed?

2.2.2.1. Yes: Request additional information
2.2.2.1.1. Set ticket status to “pending customer response”
2.2.2.1.1.1. Decision Tree: Response from client within three communication attempts?
2.2.2.1.1.1.1. Yes: Go to "is additional information needed?" procedure (2.2.2)
2.2.2.1.1.1.2. No: Set ticket status to abandoned
  • Critical - within 24hrs
  • Urgent - within 3 business days
  • High Impact/Time Sensitive - 3 business days
  • Important - 5 business days
  • Low - 10 business days
2.2.2.2. No: Go to "identify severity level" procedure (2.2.3)

2.2.3. Identify severity level assigned

2.2.4. Set expectations on next communication

2.3. Work on incident

2.3.1. Replicate Error (if appropriate)

2.3.2. Run Trace on Process (if needed)

2.3.3. Research Support Repositories (Reference Center, Oracle, Google, Knowledge Base)

2.3.4. Test researched solutions in appropriate environment

2.3.4.1. Decision tree: Was test successful?
2.3.4.1.1. Yes: Move to "production migration decision tree" (2.3.5)
2.3.4.1.2. No: Loop back to "research" procedure (2.3.3)

2.3.5. Decision Tree: Does Solution Need to be Migrated to Production?

2.3.5.1. Yes: Follow business process of your department.
2.3.5.2. No: Apply fix (eg. local configuration change, run process, etc..)

2.4. Collaboration with Other Technicians (as needed)

2.4.1. If  another technician need work on a portion of your ticket:

  • Flag ticket
  • Re-assign to technician
  • Make note if ticket needs to be reassigned back to original technician

3. Diagram