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ITIL Incident management
- 9. Search for solutions or workarounds Search for existing workarounds or solutions from Knowledgebase
- 10. Assigning to a specialized group Refer the incident to a specialized group when the help desk technicians are unable to resolve it
- 12. Close the incident with user confirmation Close the incident after getting the confirmation from the end-user
- 13. Initiate a Problem request Create a problem request from the incident if the issue requires further analysis and to find out the root cause