---
title: "Incident Management"
slug: "incident-management-2"
updated: 2025-12-24T10:48:46Z
published: 2025-12-24T10:48:46Z
canonical: "help.symphonysummitai.com/incident-management-2"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Incident Management

An **Incident** is an unplanned interruption to an IT Service or a reduction in the quality of an IT service.

**Incident Management** is a process to restore normal service operations and minimize the adverse impact of the interruption on business operations, thus, ensuring that the best possible service quality and availability are maintained.

### **Incident Management Process Flow**

This diagram illustrates the **end-to-end Incident Management lifecycle**, showing how incidents are logged, handled, resolved, and closed, including how **Change Management** and **Request Fulfillment** can trigger incidents.

**Process Flow Description**

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

1. Resolution and Closure

- Once service is restored, the incident moves to **Resolved**
- After confirmation (and optional user feedback), the incident is **Closed**

1. 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

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Incident Management(5).png) Figure: Incident Management Process Flow

Let's look into the actions taken by various user personas in the Incident Management:

| ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Icon%20for%20End%20User.png) | ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/SR%20-%20icon%20for%20Analyst(2).jpg) | ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/SR%20-%20icon%20for%20Admin(2).jpg) |
| --- | --- | --- |
| [End User](/apex/docs/end-user-16) | [Analyst](/apex/docs/analyst-15) | [Admin](/apex/docs/administrator-15) |