This module manages Incident tickets, created in response to incidents occurring on the infrastructure, as described in the ITIL best practices. The Service Levels Agreements (SLAs) for the tickets are defined in the Service Management Module.
Incident tickets can be linked to CIs (see Configuration Management) and contacts. This module uses iTop's email notification system in order to inform the agents when a new incident is created, assigned or escalated.
-See also: Known Error Database module, Problem Management module.
+See also: Known Error Database module, Problem Management module.
@@ -125,11 +125,11 @@ Relationships between CIs are also documented in the Configuration Management moThe primary objectives of Problem Management are to prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented.
Use this module to track recurring issues and link many Incidents to one single Problem ticket.
-Best uses with the Known Errors Database +
Best uses with the Known Errors Database -
Along with the Problem Management module, use the Known Errors Database module to document the solution to recurring issues, track workarounds, investigate root causes and link together all the potentially impacted CIs, in order to speed-up the resolution of future Incidents.
+Along with the Problem Management module, use the Known Errors Database module to document the solution to recurring issues, track workarounds, investigate root causes and link together all the potentially impacted CIs, in order to speed-up the resolution of future Incidents.