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title | End-Of-Support (eos) |
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Sep 1, 2022 Symphony SummitAI is informing you that Alps Release family has reached End-Of-Support state starting from Sep 1, 2022. This change is in accordance with the SummitAI Products End-of-Life (EOL) Policy. An alternate option is to upgrade to the latest SummitAI Tahoe SP3 Release that will provide you rich feature-set. |
What is an Incident?
An Incident is an unplanned interruption to an IT Service or a reduction in the quality of an IT service.
What is Incident Management?
Incident Management is a process to restore normal service operations and minimize the adverse impact of the interruption on business operations, thus, ensuring that the best possible service quality and availability are maintained.
Incident Management Process Flow
The following process flow diagram depicts the Incident Management process:

Figure: Incident Management Overview
Incident Life Cycle
The following diagram depicts the various stages of an Incident (see: Incident Status):

Figure: Incident Management Life Cycle
Source
An Incident can be logged by an End User or Analyst. An Incident can also be auto-created from the SummitAI Operations Management module if there is a monitoring failure.
End User
The End Users can use the following options to log a new Incident:
- SummitAI Application (Incident Management module): The End Users can log an Incident from the NEW INCIDENT page using the SummitAI application. For more information, see Logging Incidents_IM.
- E-mail: If the Mail to Incident option is enabled by the Administrator, an Incident is automatically logged when the End User sends an e-mail with the issue to the Support team (team handling your organization's IT issues) from a configured e-mail id. The e-mail is attached to the Incident automatically.
- IVR: When the End User sends a voice mail, an Incident is logged for the End User. The web services are used to integrate voice/IVR to receive voice-based issues and log Incidents. The appropriate option should be enabled by the Administrator for IVR (see: Configuring Application Settings).
Analyst
The Analyst can log a new Incident for an End User:
Auto Creation from IT Operations Management
An Incident is automatically logged when an Event occurs as a result of any abnormality observed during Monitoring. The Incident is auto- created if enabled on the EVENT ACTION TEMPLATE page. The Incident is logged based on the template designed on the INCIDENT TEMPLATE page of the SummitAI IT Operations Management module (see: SummitAI IT Operations Management Help)
Factors
The Incident is assigned based on the following factors:
- Category and Classification
- Impact,Urgency and Priority
- Service Window
The Analyst can refer the following sources to resolve the Incident:
- Knowledge Record
- Know Errors
- Problem Management
- Similar Incidents
- Change Record
- Configuration Items
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