An incident is where a customer indicates that service needs to be provided at a location, e.g. something is broken or something needs to be installed.

Incidents can have different impacts:

  • Very high impact
  • High impact
  • Medium impact
  • Low impact
  • Very low impact
  • Not applicable

Incidents can be of different types:

  • Change request
  • Malfunction
  • Other

Incidents can have different resolutions:

  • The matter was resolved
  • No appropriate action could be taken to resolve the matter
  • The matter as reported does not exist or is otherwise invalid
  • Something else

Service to resolve an incident must be executed within the appropriate service level.

Incidents can have different states:

  • New: incident is newly-created. This is a sort of start state
  • Assigned: incident is accepted and has an open work order
  • Hold: incident is on hold
  • Replaced: incident is replaced. This is a sort of final state
  • Dismissed: incident is dismissed. This is a sort of final state
  • Review: incident is under review by management
  • Back office: incident is being processed by the back office
  • Closed: incident is closed. This is a sort of final state

Incidents have some rules around states:

  • An incident that has an open work order can only be in assigned state
  • An incident automatically gets the assigned state when a work order is opened
  • An incident that has no open work order can not be in assigned state
  • An incident automatically gets the review state when no work order is open anymore
  • Only managers can change the state of an incident

States of incidents (and work orders)

When saving an incident its project must match its location, in other words: the customer that owns the chosen location must be the customer (or one of the customers) to which service is provided under the chosen project.