Managing Incident Review Tasks

Scenarios

The system provides the default incident suspension and de-escalation processes. You can customize the incident suspension and de-escalation review processes. After the processes are modified, you can initiate requests and review the processes on the incident handling page.

• The created incident ticket process takes effect only after the incident de-escalation and review process configurations take effect.
• Incidents in the handled state can be escalated, de-escalated, or suspended.
• Before closing an incident, close the escalation, de-escalation, and suspension e-flows.
• Incident escalation does not need to be reviewed.

Viewing an Incident Review Task

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 Approval tab.
4. Select the incident review task you want to view and click View Details in the Operation column.

   View review configuration details.

Enabling or Disabling an Incident Review Task

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 Approval tab.
4. Locate the incident review task you want to enable or disable and click the feature flag to enable or disable feature.

   Enable or disable the incident review task. If the incident review task is disabled, the current incident review task is unavailable.

Creating an Incident Review Task

Only one review scenario can be available. If there is already a same review scenario, the review scenario cannot be created.

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 Approval tab.
4. Click Create Incident Review.
5. Set parameters for configuring a review task.

   Table 1 Parameters of review configurations

   Parameter	Description
   Review Scenario	The options are Incident de-escalation and Incident suspension. Select the scenario to which the incident review applies.
   Incident Level	This parameter needs to be set only when the review scenario is incident de-escalation. The options are P1, P2, P3, P4, and P5. Multiple options can be selected. P1 incidents are the most critical, while P5 incidents are the least severe.
   Reviewer	The options are Incident creator, Individual, and Shift. 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 a reviewer. For details about how to configure a reviewer, see O&M Engineer Management.
   Review Rule	The options are One-member Approval and All-member Approval.

6. Click OK.

   The incident review task is created.

Modifying an Incident Review Task

Only the creator can review and modify incident review tasks.

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 Approval tab.
4. Locate the incident review task you want to modify and click Change in the Operation column.

   Table 2 Parameters of review configurations

   Parameter	Description
   Review Scenario	The options are Incident de-escalation and Incident Pause. Select the scenario to which the incident review applies.
   Incident Level	This parameter needs to be set only when the review scenario is incident de-escalation. The options are P1, P2, P3, P4, and P5. Multiple options can be selected. P1 incidents are the most critical, while P5 incidents are the least severe.
   Reviewer	The options are Incident creator, Individual, and Shift. 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 a reviewer. For details about how to configure a reviewer, see O&M Engineer Management.
   Review Rule	The options are One-member Approval and All-member Approval.

5. Click OK.

   The incident review task is modified.

Deleting an Incident Review Task

Only the creator can review and delete incident review tasks.

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 Approval tab.
4. Locate the incident review task you want to delete and click Delete in the Operation column.
5. Click OK.

   The incident review task is deleted.