Restarting an Incident

Scenarios

After an incident ticket is rejected, the incident applicant can edit and resubmit it.

Restarting an Incident

1. Log in to COC.
2. In the navigation pane, choose Fault Management > Incidents.
3. On the Pending tab page, select the target incident ticket and click its title.
4. Click Re-opening in the upper right corner.
5. Set parameters for changing the incident ticket.

   Table 1 Parameters for changing the incident ticket

   Parameter	Description
   Incident	Customize the incident name according to the naming rules.
   Description	Describe the incident.
   Attachment	Click Add File to upload incident-related attachments. A maximum of 10 files can be uploaded. The supported file types are JPG, PNG, DOCX, TXT, and PDF. The size of a single file cannot exceed 10 MB.
   Incident Level	The options are P1, P2, P3, P4, and P5. NOTE: 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.
   Incident Category	(Optional) Select an incident category from the drop-down list.
   Incident Ownership	(Optional) Select the incident to which the ticket belongs from the drop-down list. Alarm detection Customer fault reporting Proactive O&M Other
   Region	(Optional) The default value is N/A. Select the region where the event occurs from the drop-down list.
   Enterprise Project	Select an enterprise project from the drop-down list.
   Fault Occurrence Time	Enter the time when the fault occurs.
   Application	Select the application affected by the incident from the drop-down list.
   Service Interrupted	The options are Yes and No.
   Owner	Select Shift or Individual. Shift: Select a scenario and role from the drop-down lists based on the configured values. For details about how to configure a shift, see Shift Schedule Management. Individual: Select an owner. For details about how to configure an owner, see O&M Engineer Management.

6. Click OK.

   The incident ticket is restarted. The incident status changes to unaccepted.