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Chapter 7 ■ Service Operations
An incident ticket has a number of fields associated with it, primarily to support
the resolution of the incident and to control the various parameters and pull reports as
necessary. Some common fields that are found on incident tickets are:
• Incident number (unique)
• End user name
• End user team name
• Incident logger name
• Time of logging the incident
• Incident medium (phone/chat/web/e-mail)
• Impact
• Urgency
• Priority
• Category
• Related CI
• Incident summary
• Incident description
• Assigned resolver group
• Assigned engineer
• Status
• Resolution code
• Time of resolution/closure
7.5.2.6.3 Step 3: Incident Categorization
Not all incidents fall into the same bucket. Some incidents are server based, some
network, and some application/software. It is very important to identify which bucket
the incident falls under, as the incident categories determine which resolver group gets
assigned to resolve it.
For example, if there is an incident logged for the loss of Internet, you need the
network team in charge of handling network issues to work on it. If this incident gets
categorized incorrectly, say applications, the incident will be assigned to a resolver group
that specializes in software troubleshooting and code fixes. They will not be able to
resolve the incident. They are required to recategorize and assign it to the right group. But
the effect of wrong categorization is that the resolution takes longer and this defeats the
purpose of the incident management process. So it is absolutely imperative that the team
that is logging the incident is specialized in identifying the incident types and categorize
them correctly.
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