What Is the Process of Generating an Incident?

Updated on 2025-01-14 GMT+08:00

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There are three methods available: manual incident creation, converting alarms to incidents, or automatically generate an incident based on an incident forwarding rule. The detailed processes of the three operation methods are as follows.

Manually Creating an Incident

Choose Fault Management > Incidents and click Create to create an incident ticket. For details, see Creating an Incident.

Converting an Alarm to an Incident

Choose Fault Management > Incidents to create an incident ticket. For details, see section "Converting an Alarm to an Incident".

Automatically Generating Incidents Based on Forwarding Rules

To automatically generate an incident based on a forwarding rule, perform the following operations:

Log in to COC.
Synchronize personnel. For details, see O&M Engineer Management Overview.
Set shift scheduling and add agents to the shift scheduling. For details, see Overview.
Integrate with the monitoring system to automatically report alarms. For details, see Monitoring System Integration Management.
Configure transition rules and generate incidents based on the rules. For details, see Forwarding rules.
To receive incident notifications after an incident is generated, configure the automated notification feature. For details, see Notification Management.

Parent topic: FAQs About Fault Management

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