Creating an Incident Ticket

Prerequisites

• You have created an application by referring to Application Management.
• You have enabled the fault management package. For details about billing, see Billing Items.

Precautions

Confirm the content of the incident ticket and fill in the incident level.

Creating an Incident Ticket

1. Log in to COC.
2. In the navigation pane, choose Fault Management > Incidents.
3. On the Incidents page, click Create in the upper right corner. The page for creating an incident ticket is displayed.
4. On the page for creating an incident ticket, set the incident ticket information.
   Figure 1 Incident ticket details
   
   Figure 2 Basic information
   

   Table 1 Parameters for creating an incident ticket

   Parameter	Description
   Incident	Enter a custom incident name.
   Description	Describe the incident.
   Attachment	Click Add File to upload incident-related attachments. A maximum of 10 files can be uploaded. The supported file types are JPG, PNG, DOCX, TXT, and PDF. The size of a single file cannot exceed 10 MB.
   Incident Level	The options are P1, P2, P3, P4, and P5. Default incident levels: P1: Core service functions are unavailable, affecting all customers. P2: Core service functions are affected, affecting the core services of some customers. P3: An error is reported for non-core service functions, affecting some customer services. P4: Non-core service functions are faulty. The service latency increases, the performance deteriorates, and user experience decreases. P5: Non-core service exception occurs, which is customer consultation or request issue.
   Incident Ownership	(Optional) Select the incident to which the ticket belongs. Alarm detection Customer fault reporting Proactive O&M Other
   Incident Type	(Optional) Select an incident type.
   Region	(Optional) The preset value is N/A. Select the region where the incident occurs.
   Enterprise Project	Select an enterprise project.
   Fault Occurrence Time	Enter the time when the fault occurs.
   Application	Select the application affected by the incident.
   Service Interrupted	The options are Yes and No.
   Owner	Select Shift or Individual. 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 an owner. For details about how to configure an owner, see Personnel Management.

5. Click OK.

   After the incident ticket is created, you can view the status of the ticket in the incident ticket list and process the incident ticket.

Helpful Links

• If you want to receive notifications during incident ticket creation or processing, see How Can I Receive an Incident Ticket Notification?
• On COC, you can create, manage, and process incident tickets by calling APIs. For details, see Incident Management.