Posted: Fri Jan 24, 2014 6:57 pm Post subject: Template for Severity Incident
I would like to implement a new process in order to make a changes in Incident management. For that I need your guideline.
when we are getting Sev Incident, we are really not sure if there is any service down that affecting many users or only one customer is affected by the issue. Because none of Sev tickets updates with proper justification and users are simply creating Sev incident though there is no impact with business.
my thought is why dont we create a template for Sev Incident where we can get all the required information. For Ex: If there is a Sev2 Incident raised by user the moment we received the ticket we will assign it to our technical team for further investigation mean while we can send a mail to user stating that the ticket has been assigned to our technical team mean while could you fill up the attached template for the emergency ticket. in that template we will mention the cretirea which require for Sev2 incident. if the cretira meets end user request then we will process it as Sev Incident else we can down grade the Incident and revert back with the user explaining that why we have downgraded.
I feel its gud idea but my question is how do users knows is that affecting many users or not. For Ex: when end user is tryihng to submit time sheet end of month and end of last day he is experiance some issue with the time sheet link. He will simply raise a Sev 1 Incident and we cannot go and ask him that how many users are impacted with this. I am sure he will esclate very badly.
But I would like have some idea how to design a process in this case.
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