Incident Management

1. Incident Initiation

• An End User logs an incident through Apex Application

• Either through an automation or by an analyst an Incident is created for a failed CR implementation or Service disruption

• The incident record is created and assigned to an initial workgroup

2. Assignment & Triage

The assigned workgroup reviews the incident and:

• Works on it directly, or

• Reassigns it to another workgroup or an Analyst based on skill, priority, or category

3. Investigation & Resolution

• The Analyst investigates and resolves the incident according to its priority and SLA.

• If required, the analyst can:

  • Create work orders

  • Assign tasks to specialized work order workgroups for on-site or technical actions

4. Resolution and Closure

• Once service is restored, the incident moves to Resolved

• After confirmation (and optional user feedback), the incident is Closed

5. Reopen Path

• If the issue persists or reoccurs:

  • The incident can be reopened

  • It is reassigned to a workgroup for further investigation

6. Incident Creation from Other Processes

The diagram also highlights upstream triggers:

🔁 Change Management

• Incidents are created when:

  • A change is implemented incorrectly

  • A change fails

  • A service interruption occurs due to a change

📄 Request Fulfillment

• Incidents are created when:

  • A service request fulfillment fails

  • The failure results in service disruption