Fermilab Computing Division

CS Document 4056-v2

Incident Management Recording New Incident Work instruction Remedy 7.1x

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Submitted by:
Allen Forni
Updated by:
Allen Forni
Document Created:
25 Aug 2010, 14:50
Contents Revised:
20 Oct 2010, 11:03
Metadata Revised:
20 Oct 2010, 11:03
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13 Oct 2010, 13:14
05 Oct 2010, 10:12
Incident recording:
As the starting point for the Incident Management process; accurately recording new incidents is a key activity in identifying disruption in IT services provided by Fermilab Computing Division to its customers and user community. The Incident recording process will capture and record incident details like customer information, configuration item (CI), classification, and incident description. It is vital to the restoration services and management of these services that information recorded into an incident is complete and accurate. This document identifies key areas of the incident recording process that are essential for meeting these objectives.
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