This document explains the standard workflow of a new incident in WiscIT.
When a new incident is created in WiscIT, it must follow a certain workflow process. The workflow process is used to indicate one of four different 'steps' a specific incident will be in over it's lifetime: Log the call, Troubleshoot, Resolved, Closed.
Incident Workflow Steps:
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The 'Log the Call' status indicates that a new incident has just been created. The Requestor field is typically filled out in the status before proceeding to the next step.
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The 'Troubleshoot' status indicates that the incident is being actively investigated. In this status, the Record of the Details field and the Classify fields are filled in.
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The 'Resolve' status indicates that the necessary work required to resolve the incident has been completed. An incident in this status can be re-opened if the work isn't completed. Consequently, the majority of incidents will end at this point in the workflow.
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The 'Closed' status indicates the end of the workflow. Once an incident reaches this status, it can no longer be re-opened or edited again.
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