Incident Management - Product Documentation: Vancouver

Incident Management

Incident Management restores normal service operation while minimizing impact to business operations and maintaining quality.

Incident Management overview Introduction to incident management; creating, working on, resolving, closing, and reopening an incident; creating a knowledge base article from an incident; escalating an incident; creating a problem or change from an incident.

Get started Explore Learn about Incident Management concepts and features.

Configure Configure environment, tools, and user access.

Manage incidents Learn about managing incidents that involves diagnosing, investigating and escalating or promoting the incident.

<a class="xref" href="major-incident-management.html" title="A major incident (MI) is an incident that results in significant disruption to the business. A major incident demands a response beyond the routine incident management process. Major incidents have a separate procedure with shorter timescales and higher priority, so that there is a faster resolution process for incidents with high business impact."> Manage major incidents Learn about managing major incidents that involves creating major incidents and working with major incident overview dashboard and workbench.

Report Learn to use dashboards and reports to monitor and track incident status and service levels.

Reference Get details about Incident Management components such as roles and dependent applications.

Troubleshoot and get help Ask or answer questions in the Incident Management community Search the Known Error Portal for known error articles Contact Customer Service and Support