Reviewing an Incident

Updated on 2025-03-17 GMT+08:00

View PDF

Log in to COC.
In the navigation pane on the left, choose Basic Configurations > Process Management. Click the Incident Review tab under Incident Process to configure the incident deescalation and suspension review processes. By default, incident deescalation does not need to be reviewed, and incident suspension is not available.

Figure 1 Reviewing an incident
Click Create Incident Review to configure the incident deescalation or suspension process, and specify the incident process configurations, incident level, and review configurations.

Figure 2 Creating an incident review process
After the configuration is complete, the incident deescalation needs to be reviewed on the incidents processing page. In addition, the incident can be suspended.

Figure 3 Incident processing page

NOTICE:

1. The created incident ticket process takes effect only after the incident deescalation and review process configurations take effect.

2. Incidents in the handled state can be escalated, deescalated, or suspended.

3. Before closing an incident, close the escalation, deescalation, and suspension e-flows.

4. Incident escalation does not need to be reviewed.

Parent topic: Incident Handling Process

Thank you very much for your feedback. We will continue working to improve the documentation.

The system is busy. Please try again later.

Which of the following issues have you encountered?

Content is inconsistent with the product UI

Unclear descriptions

Lack of examples or code

Incorrect steps

Can't find what I need

Lack of best practices

Feedback (optional)

0/500

Select at least one type of issue, and enter your comments or suggestions.

Enter a maximum of 500 characters.

Submit Cancel