Investigating Incidents

the goal of is to restore normal service at the initial point of contact with the incident requester an incident resolved at the initial point of contact is called first call resolution if you resolve the incident at the initial point of contact, on the incident form, select first call resolution under the resolution tab of the incident form the application escalates incidents that are not successfully resolved by 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 working with attachments and urls docid\ dwyg6strtal1zdoaecfjzcreating an activity history item docid\ dolnqxplsr ccl3 udx4kcreating a task docid\ m2 gh01jtogxmkya4h7xjcreating a change request docid\ mdrxfmlfharskge6zbd0ywatching escalations docid\ pzvzvb2y1uz0p2hfwfgfimodifying an incident docid\ akruodyqj2wvb c6ayolgadding a journal entry to a business object docid\ udrp ch npqbhwhrfibsvviewing a ci map docid\ ahauampatmiw4efhud6wslinking incidents docid 52hynl6m1otj253yludn7using related items and object matching docid\ lhjtw6bon4y z3jczkdokviewing a workflow instance docid\ uyae8z1xcnbsxjkmao7e9resolving incidents docid 1ofnhhbqv0aojf7rqt v1