Investigating an Incident

The goal of the Service Desk is to restore normal service at the initial point of contact with the customer or requester. An incident resolved at the initial point of contact is called first call resolutionAn incident resolved at the initial point of contact.. On the incident form, indicate if the incident was resolved at the initial point of contact by selecting First Call Resolution under the Resolution tab of the incident form.

Incidents that are not successfully resolved by the Service Desk are escalated to a second or even third tier of support (usually a third-party vendor).

During the investigation and diagnosis phase, you can do the following:

• Attach a file: See Attachments and URLs.
• Add activity history: See Activity History.
• Create tasks for the incident: See Creating a Task.
• Create a change request: See Creating a Change Request.
• Monitor and escalate incidents: See Escalation Watch

• Update the status of an incident: See Assigning an Incident.
• Enter conversations with the customer or additional steps taken: See Notes and Comments.
• View the service map to determine if there are services upstream or downstream to the incident service that are affecting it: See The CI Map.
• Assess whether the incident is part of a problem and either link the incident to an existing problem or create a new problem to link to the incident: See Linking an Incident to Another Record.
• Determine if the incident matches another incident and resolve the current incident: See Using Related Items.
• View workflow instances: See Workflows.
• Resolve the incident: See Resolving Incidents.