Incident

An incidentA event indicating an interruption or reduction in service. is an unplanned interruption or reduction in quality of an IT service, or a break in the standard operation of a service. The details of an incident and its complete history from registration to resolution are recorded in an incident record.

Viewing Incident Records

• Within the Service Desk Console, open the Incidents workspace. A list of incidents appears.
• Double-click a record to view details.

The Incident Workspace

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