Overview

In enterprise-level applications, to ensure stable system running, all incidents detected for the applications must be effectively managed. How can we improve the efficiency and quality of incident management to ensure quick response and closed-loop handling of incidents? The incident management function manages all incidents detected for applications and covers the entire lifecycle of incident process from incident acknowledgment, rejection, transfer, handling, to closure. This effectively improves the efficiency and quality of incident handling.

You can also configure an SLA rule in this module. For details, see SLA Management.

What Is an Incident?

Incidents (Incident tickets) are standardized processing objects within the Huawei Cloud COC fault management module, generated to address various operational anomalies, faults, or maintenance tasks arising from cloud applications and resources. They are manually created O&M tickets or generated after raw alarms are cleaned, converted. Incident tickets can be handled through a standardized, lifecycle, closed-loop process. They also serve as the core carrier for achieving rapid fault demarcation and localization, recovery and remediation, and post-incident review and improvement.

Incidents have a higher priority than alarms. They are assigned to specific owners, traced until resolution, and archived.

Incident Ticket Sources

Incidents generated based on alarm conversion rules
Incidents generated based on the alarm-to-incident function
Manually created incidents

Incident Handling Process

After an incident ticket is created, it is in the Unaccepted state. You can forward, reject, or accept the ticket.
After an incident ticket is rejected, it is in the Rejected state. The creator can close the incident ticket or update the incident information and submit it again.
After an incident ticket is accepted, it is in the Accepted state. You can handle and escalate or de-escalate the ticket, add remarks to the ticket, and initiate a war room. After an incident ticket is handled, it is in the Resolved and To Be Verified state. The incident ticket can be verified. If the verification is successful, the incident ticket is in the Completed state. If the verification fails, the incident ticket will be in the Accepted state again.
For details about how to specify incident levels, types, review rules, and fault review rules, see Incident Management in Basic Configurations.