Concepts

The following concepts are available in Incident Management:

• Audit Flow
• Audit Log
• Auto Complete Assistance
• Customer Satisfaction Survey (CSAT)
• First Call Resolution (FCR)
• Incident Vs. Problem
• Incident Status
• Major Incidents
• Monitoring SLA
• Parent and Child Incidents
• Parent and Child Relationship
• Remote Desktop
• Response Time Vs. Resolution Time
• SLA, OLA, and UC
• Templates and Rules
• Work Orders