Incident Management Process

Constraints

After modifying a specified name (for example, incident level or category), the name used in historical tickets will be updated with a delay, typically at 00:10 and 12:10 every day. New tickets use the latest name immediately.

Modifying an Incident Level

If the default incident levels and descriptions in the system differ from those defined in the service process, you can modify the incident levels and descriptions on the platform. After the modification is complete, the newly defined level is displayed on the incident ticket creation page.

1. Log in to COC.
2. In the navigation pane, choose Basic Configurations > Process Management.
3. On the Incident Process tab page, click Incident Level to view the incident level list.
4. In the incident level list, locate the incident level to be modified and click Modify in the Operation column.
5. Change the incident level based on service requirements.

   Table 1 Parameters for modifying an incident level

   Parameter	Description
   Incident Level - Chinese	Enter the name of the incident level in the Chinese environment.
   Incident Level - English	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 description of the incident level in the Chinese environment.
   Description - English	Enter the description of the incident level in the English environment.

6. Click OK.
7. You can also perform the following operations.

   Table 2 Related operations

   Function	Scenario	Operation
   Enabling or Disabling an Incident Level	Enable or disable an incident level. Once the incident level is disabled, it will become unavailable.	In the navigation pane, choose Basic Configurations > Process Management. On the Incident Process tab page, click Incident Level. Locate the target incident level and toggle on or off the level flag as required.

Creating an Incident Category

If the default incident category name provided by the system does not match the incident category defined by the service process, you can customize the incident category. After the customization is complete, you can use the incident category in the incident ticket creation process.

1. Log in to COC.
2. In the navigation pane, choose Basic Configurations > Process Management.
3. On the Incident Process tab page, click Incident Category.
4. Click New Event Category. In the drawer that is displayed on the right, set related parameters by referring to Table 3.

   Table 3 Parameters for creating an incident category

   Parameter	Description
   Incident Type - Chinese	Enter the name of the incident category in the Chinese environment.
   Incident Type - English	Enter the name of the incident category in the English environment.
   Description - Chinese	Enter the description of the incident category in the Chinese environment.
   Description - English	Enter the description of the incident category in the English environment.

5. Click OK.

   You can also perform the following operations.

   Table 4 More operations

   Function	Scenario	Operation
   Modifying an incident category	The preset incident category cannot be changed. After the specified name of an incident category is changed, the referenced historical service ticket takes effect with a delay. The service ticket is updated at about 00:10 and 12:10 every day, and the new service ticket takes effect immediately.	In the navigation pane, choose Basic Configurations > Process Management. On the Incident Process tab page, click Incident Category. Locate the incident category to be modified and click Modify in the Operation column. Modify the incident category as required. Click OK. In the dialog box that is displayed, click OK to modify the incident category.
   Deleting an incident category	The preset incident category cannot be deleted. Deleted incident categories cannot be restored. Exercise caution when performing this operation.	In the navigation pane, choose Basic Configurations > Process Management. On the Incident Process tab page, click Incident Category. Locate the incident category to be deleted and click Delete in the Operation column. Click OK.
   Enabling or disabling an incident category	Enable or disable an incident category. After an incident category is disabled, the current data cannot be used globally. Confirm the impact before performing this operation.	In the navigation pane, choose Basic Configurations > Process Management. On the Incident Process tab page, click Incident Category. Locate the target incident category and toggle on or off the category flag as required.

Creating an Incident Approval Task

The system provides the default incident suspension and de-escalation processes. In addition, you can customize the approval processes for the two types of operations. After the customization is complete, the system process incident tickets based on the latest process.

• After the de-escalation and suspension approval process configuration takes effect, the configurations take effect only for new incident tickets. The incident tickets created before the configuration still use the original process.
• Only one approval scenario can exist. If the same approval scenario exists, the approval scenario cannot be created.

1. Log in to COC.
2. In the navigation pane, choose Basic Configurations > Process Management.
3. On the Incident Process tab page, click Event Approval.
4. Click New Event Approval. The drawer for creating an incident approval task is displayed on the right.
5. Set incident approval parameters by referring to Table 5.

   Table 5 Parameters for creating an incident approval task

   Parameter	Description
   Approval Scenario	The options are Incident de-escalation and Incident suspension. Select the scenario to which the incident approval task applies.
   Incident Level	This parameter needs to be set only when the approval 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.
   Approver	The options are Incident creator, Individual, and Shift. Shift: Select a shift scenario and corresponding roles 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 Personnel Management.
   Review Rule	The options are One-member Approval and All-member Approval.

6. Click OK.

   You can also perform the following operations.

   Table 6 More operations

   Function	Scenario	Operation
   Modifying an incident approval task	An incident approval task can only be modified by its creator.	In the navigation pane, choose Basic Configurations > Process Management. On the Incident Process tab page, click Event Approval. Locate the incident approval task to be modified and click Modify in the Operation column. Modify the incident approval task as required. Click OK. In the dialog box that is displayed, click OK to modify the incident approval task.
   Deleting an incident approval task	An incident approval task can only be deleted by its creator.	In the navigation pane, choose Basic Configurations > Process Management. On the Incident Process tab page, click Event Approval. Locate the target incident approval task and click Delete in the Operation column. In the displayed dialog box, click OK.
   Enabling or disabling an incident approval task	To enable or disable an incident approval task, toggle on or off the flag in the Enabled or Not column. You can enable or disable an incident approval task. After the task is disabled, the current incident approval task cannot be used.	In the navigation pane, choose Basic Configurations > Process Management. On the Incident Process tab page, click Event Approval. Locate the target incident approval task and toggle on or off the feature flag to enable or disable it.
   Viewing incident approval task details	View the approval details of the created incident approval task.	In the navigation pane, choose Basic Configurations > Process Management. On the Incident Process tab page, click Event Approval. Locate the target incident approval task and click View Details in the Operation column.

Configuring Fault Review Rules

After an incident passes the verification, a fault report is automatically generated based on the fault review rules. If the current fault review rules do not meet the actual service requirements, perform the following operations to adjust the fault review rules:

The default rules are as follows:

• For incident tickets for which a war room has been started, P1, P2, P3, P4, and P5 incidents all need to be reviewed.
• For incident tickets for which a war room has not been started, P1, P2, P3, and P4 incidents need to be reviewed.
  

  Only the management account can modify review rules.

1. Log in to COC.
2. In the navigation pane, choose Basic Configurations > Process Management.
3. On the Incident Process tab page, click Fault Review.
4. In the fault review rule list, locate the rule to be modified and click Modify in the Operation column.
5. Select the incident levels you want to enable fault review.

   Multiple levels can be selected. The options are P1, P2, P3, P4, and P5. The preset values are P1 (most serious) and P5 (most moderate).

6. Click OK.
7. You can also perform the following operations.

   Table 7 More operations

   Function	Scenario	Operation
   Enabling or Disabling a Fault Review Rule	Adjust the enabling or disabling status of the fault review rule. A disabled fault review rule does not take effect.	Choose Basic Configurations > Process Management. On the Incident Process tab page, click Fault Review. Locate the target fault review rule and toggle on or off the rule flag to enable or disable it.