Processing an Incident

After you log an incident, you can process the incident using a workflow. The default workflow has the following stages:

  • New

  • Investigating

  • Remediating

  • Notifying

  • Complete

You can add subtasks at each stage of the workflow to define and assign tasks within your organization. You can also configure rules to automatically add subtasks at various stages in the workflow when certain criteria are met. 

To process an incident

  1. On the Incident Management menu, select Incident Register.

    The Incident Register screen appears.

  2. Click on the name of the incident you want to process.

    The Incident Details screen appears.


    Incident Details screen showing fields and options for processing an incident
  3. Click the Advance button to move the incident to the next workflow stage.
    Tip:

    You can also advance the workflow stage by clicking on the next stage in the workflow.

    Note:

    You can regress to a previous stage in the workflow by clicking the stage to which you want to regress. If there are applicable workflow rules for the stage, you will be asked if you want to re-evaluate the incident for those workflow rules.