Investigation and diagnosis of incidents

Like the initial diagnosis and investigation, investigation and diagnosis are largely human processes.

The service desk can continue to use the information provided within by the Incident form and the CMDB to solve the problem. Work notes can be appended to the incident as it is being evaluated, which facilitates communication between all of the concerned parties. These work notes and other updates can be communicated to the concerned parties through email notifications. The administrator may need to add a notification for the work notes list.