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Incident promotion

Incident promotion

When the incident management team has determined that the cause of an incident is an error or widespread problem, the team initiates the problem management process.

When the issue requires a change to be resolved, the team initiates the change management process.

A menu item on the Incident form lets you create a problem or change record and associate the incident with the problem or change record. In this way, incidents can be used to easily create problems or changes.

Note: If the incident already has an associated problem or change record, you cannot promote an incident to a record of that type.

Products > IT Service Management > Incident Management; Versions > Istanbul