Creating an Incident

Scenarios

Create an incident ticket using Cloud Operations Center.

Prerequisites

You have created an application by referring to Application Management.

Precautions

Create an incident service ticket.

Procedure

1. Log in to COC.
2. In the navigation pane, choose Fault Management > Incidents. On the displayed page, click Create.
   Figure 1 Incident ticket list
   

3. Enter the basic information about the incident ticket and click Submit.
   If no shift is available for the owner, create a schedule in Overview.

   Figure 2 Creating an incident service ticket
   

   

   The incident levels are defined as follows:

   P1: Core service functions are unavailable, affecting all customers.

   P2: Core service functions are affected, affecting the core services of some customers.

   P3: An error is reported for non-core service functions, affecting some customer services.

   P4: Non-core service functions are faulty. The service latency increases, the performance deteriorates, and user experience decrease.

   P5: Non-core service exception occurs, which is customer consultation or request issue.