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