Managing Incident Levels

Scenarios

If the incident level name description provided by the system does not comply with the incident level and description defined in the service process, you can change the incident level and modify the description. Once the information is modified, the latest defined level is displayed on the incident ticket creation page.

Changing an Incident Level

1. Log in to COC.
2. In the navigation pane, choose Basic Configurations > Process Management.
3. Access the Incident Process tab and click the Incident Level tab.
4. Locate the incident level you want to change and click Change in the Operation column.
5. Set parameters for changing the incident level.

   Table 1 Parameters for changing the incident level

   Parameter	Description
   Incident Level - Chinese Name	Enter the name of the incident level in the Chinese environment.
   Incident Level - English Name	Enter the name of the incident level in the English environment.
   Level Color	Select the color corresponding to the current incident level.
   Description - Chinese	Enter the detailed description of the incident for the Chinese environment.
   Description -English	Enter the detailed description of the incident for the English environment.

6. Click OK.

   The incident level is changed.

7. Locate the incident level you want to enable or disable and click the feature flag to enable or disable feature.

   Enable or disable the incident level. Once the incident level is disabled, the current incident level will become unavailable.