Investigate and diagnose an incident

Process flow status

As the incident moves through its life cycle, the Process Flow Status area displays the current stage of the incident.

In the image below the incident is at the investigation and diagnosis stage.

(click on the image to see a larger one)

Move the incident to the resolution stage

1. In the Process Flow Status area, in the Investigation and Diagnosis box, choose "Next Stage > Resolution and Recovery".

(click on the image to see a larger one)

 

The Modify Incident form appears:

2. Type the proposed resolution in the "Resolution" field.

3. Summarize the work you performed by completing the fields in the "Add Work Info" area.

4. To prevent changes to this record of your work performed, change the "Locked" status to Yes.

5. If this incident is linked to a request, to allow the customer to see this summary of work performed, change the "View Access" status to External.

6. (Optional) You could also complete optional information:
   a. Click the "Optional Information" tab.
   b. Select the appropriate product categorization.
   c. Select the appropriate resolution categorization.  

7. Click "Save".