Reviewing a Closed Incident Ticket

Fault Review

1. Log in to COC.
2. In the navigation pane, choose Fault Management > Incidents.
3. Click the All Incident Tickets tab.
4. Locate the incident ticket to be reviewed and click Fault Report in the Fault Report/Status column.

   The system automatically fills the basic information about the incident ticket in review report, such as the fault symptom, fault handling process, and fault cause. The information can be modified.

5. Click Edit Report.
6. Set parameters for fault information.

   Table 1 Parameters for fault information

   Parameter	Description
   Report Title	Specify the title of the fault report.
   Report responsible person	Select the fault report owner.
   Symptom	Enter the fault symptom. The value can contain a maximum of 1,000 characters.
   Affected Customers	Enter the affected customer. The value can contain a maximum of 1,000 characters.
   Affected Application	Enter the impact description of the application. You can add and delete affected applications.

7. Set parameters in the Process area.

   Table 2 Parameters for a handling process

   Parameter	Description
   Process	Set the fault handling time and description. You can add and delete a handling process.

8. Set parameters in the Root cause analysis area.

   Table 3 Parameters for root cause analysis

   Parameter	Description
   Root Cause Analysis	Enter the root cause analysis of the fault. Click Add File to upload attachments related to root cause analysis. A maximum of 10 files can be uploaded. The supported file types are JPG, PNG, DOCX, TXT, and PDF. The size of the file to be uploaded cannot exceed 10 MB.

9. Set parameters in the Monitoring & Alerting area.

   Table 4 Parameters for monitoring and alarming

   Parameter	Description
   Is it prioritized over customer discovery	The options are Yes and No.
   Alarm Ticket No.	This parameter is mandatory when Is it prioritized over customer discovery is set to Yes. You can add or delete alarm tickets.

10. Set parameters in the Change area.

    Table 5 Change parameters

    Parameter	Description
    Change Involved	The options are Yes and No.
    Change Ticket No.	This parameter is mandatory when Change Involved is set to Yes. You can add and delete change tickets.

11. Set parameters in the Solution area.

    Table 6 Parameters of the solution

    Parameter	Description
    Short term solution (how to recover from faults)	Enter the short-term solution to the fault. Click Add File to upload attachments related to the short-term solution. A maximum of 10 files can be uploaded. The supported file types are JPG, PNG, DOCX, TXT, and PDF. The size of the file to be uploaded cannot exceed 10 MB.
    Long term plan (how to avoid recurrence)	Enter the long-term solution to the fault. Click Add File to upload attachments related to the long-term solution. A maximum of 10 files can be uploaded. The supported file types are JPG, PNG, DOCX, TXT, and PDF. The size of the file to be uploaded cannot exceed 10 MB.
    Application Resilience Related Planning and Analysis	Enter the application resilience planning and analysis. Click Add File to upload attachments related to application resilience. A maximum of 10 files can be uploaded. The supported file types are JPG, PNG, DOCX, TXT, and PDF. The size of the file to be uploaded cannot exceed 10 MB.

12. Set parameters in the Failure Modes area.

    Table 7 Failure mode parameters

    Parameter	Description
    Failure Mode Available	The options are Yes and No.
    Failure Modes	This parameter is mandatory when Failure Mode Available is set to Yes. You can add or delete failure modes.

13. Set parameters for a contingency plan.

    Table 8 Parameters for a contingency plan

    Parameter	Description
    Contingency Plan Available	The options are Yes, No, and N/A.
    Contingency Plans	This parameter is mandatory when Failure Mode Available is set to Yes. You can add or delete contingency plans.

14. Set the parameters for similar faults.

    Table 9 Parameters for similar faults

    Parameter	Description
    Is there a similar fault	The options are Yes and No.
    Incident Ticket No.	This parameter is mandatory when Is there a similar fault is set to Yes. You can add or delete an incident ticket.

15. Set parameters for fault drills.

    Table 10 Parameters for fault drills

    Parameter	Description
    Have you conducted a fault drill	The options are Yes, No, and Not Involved.
    Fault Drill	This parameter is mandatory when Have you conducted a fault drill is set to Yes. You can add and delete fault drill tasks.

16. Set parameters for improvement measures.

    Table 11 Parameters for improvement measures

    Parameter	Description
    Product Improvement	Enter the product improvement details. You can create or delete product improvement tickets.
    Operations Improvement	Enter the operations improvement details. You can create or delete O&M improvement tickets.
    Management Improvement	Enter the management improvement details. You can create or delete management improvement tickets.

17. Click OK.
18. In the displayed dialog box, set the fault review progress. The options are Reviewed, Reviewing, and Not reviewed.
19. Click OK.