Incident
MailIntegration (ESI.Octopus.MailIntegrationApp.exe) is a program used in Octopus to create new requests (incident or events) or update the activities of a requests received via email.
Wondering what status can pass an incident or a service request (SR) and what is their significance? Here is the article that will answer all your questions.
This article explains the efficient creation steps of an incident in a context where a user calls to address his needs to the Service Center.There is more than one way to create an incident in Octopus. The creation upon a phone call requires a quick reaction from the call center analyst, so every...
Incident Management process ensures that normal service operation is restored as quickly as possible and the business impact is minimized. This article explain basic principles about this process, according to ITIL®.
From Octopus interface, all incident templates and service request types are accessible. However, to put them available on the Web Portal, they must be designated visible to users.
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Incident Management - ITIL® Process
ITIL® is a set of best-practice publications for IT service management. It gives guidance on the provision of quality IT services and the processes, functions and other capabilities needed to support them. This article presents basic ITIL® terms used in Octopus.
ITIL recommends that an incident priority is derived from the Impact and the Urgency, based on the context of an organization. Octopus can derive automatically an incident priority by selecting the impact and urgency of a incident.
Octopus helps managing major incident as described is this article.
