Creating an Improvement Ticket For An Incident

Scenarios

If there are product or O&M improvement items during the handling of an incident ticket, you can create an improvement ticket to follow up the handling.

Prerequisites

An improvement ticket can be created only after the incident is accepted.

Creating an Improvement Ticket

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 > Create Improvement Ticket or Create Improvement Ticket in the upper right corner.
5. Set parameters.

   Table 1 Parameters for creating an improvement ticket

   Parameter	Description
   Improvement Ticket	Name of the improvement ticket.
   Application	Select an application for which the improvement is performed from the drop-down list.
   Type	Select an improvement type from the drop-down list.
   Improvement Owner	Select an owner from the drop-down list.
   Improvement Acceptor	Select an acceptance user from the drop-down list.
   Expected Completion	Enter the expected completion time. You can select a day. The time cannot be earlier than the current day.
   Symptom	Enter the symptom related to the incident. The value can contain a maximum of 1,000 characters.
   Improvement Ticket Closure Criteria	Enter the improvement closure criteria. The value can contain a maximum of 1,000 characters.

6. Click OK.

   The improvement ticket is created. On the incident details page, click Improvement Record to view the improvement ticket status and current owner. Click the improvement ticket name to go to the improvement management page and handle the improvement ticket.