Incidentstatus en toewijzing beheren
Incident status in the application · Incident assignment in the application
Voor wie
Beheerders, medewerkers en IT-teams die ITLedger gebruiken voor dienstverlening, assets, compliance en rapportages.
Taken
Kies je taak. De volledige werkwijze, voorwaarden en aandachtspunten staan hieronder in het Engels.
Incident status in the application
Change an incident through the permitted status transitions, including required notes, resolution details and remaining-task checks.
Who can do this: Tenant administrator, Operator
Before you start
- Use an account with access to the stated page and permission for the chosen action.
Safeguards
- Closing an incident checks for open tasks. If auto-close is disabled and open tasks remain, the close is blocked.
- Pausing a ticket records its SLA pause reason; leaving the paused status resumes the SLA.
- Rejecting a resolution records a dispute.
- Resolved status needs resolution details and a resolution code from the fixed code list.
- Open ITSM → Incidents and open the target incident.
- Use the classification card to open the status update dialog.
- Select a valid next status from the available transition options.
- Add an update note or SLA pause reason when required.
- For resolved status, select a resolution code and enter resolution details.
- For closed status, review remaining tasks and decide whether to auto-complete them.
- Save and verify the new status and its history note.
Expected outcome: The user has reviewed the result of incident status in the application in the application.
Incident assignment in the application
Incident assignment in the application.
Who can do this: Tenant administrator, Operator
Before you start
- Use an account with access to the stated page and permission for the chosen action.
Safeguards
- Reassignment requires a team; assigning to an individual user is optional and is scoped to members of the selected team.
- Review the receiving team and any selected member before confirming the transfer.
- Open ITSM → Incidents and open the target incident.
- Use the assignee panel Reassign button to transfer ownership.
- Choose a required receiving team and optional team member.
- Add a reassignment message and confirm.
Expected outcome: The user has reviewed the result of incident assignment in the application in the application.
Aanbevolen werkwijze
- Maak eigenaarschap duidelijk.
- Gebruik statussen en prioriteiten consequent.
Gerelateerde handleidingen
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