Incident Management
Report and track technical issues
What is an Incident?
An incident is an unplanned interruption to an IT service or reduction in the quality of an IT service. Examples include system outages, application errors, network connectivity issues, or any technical problem that prevents you from performing your normal work duties. The goal is to restore service as quickly as possible.
Types of Incidents
System Down
Critical PriorityComplete service outage affecting multiple users
Common Examples:
- Email server down
- Network outage
- ERP system unavailable
Performance Issues
High PriorityServices running slowly or experiencing degraded performance
Common Examples:
- Slow application response
- Network congestion
- Database performance
User Access Issues
Medium PriorityProblems with logging in or accessing specific resources
Common Examples:
- Password locked
- VPN connection issues
- Application access denied
Feature Not Working
Medium PrioritySpecific functionality within an application is broken
Common Examples:
- Print function broken
- File upload not working
- Report generation error
How to Submit an Incident
Access the Portal
Log into the iTop Service Desk portal using your credentials
Create New Incident
Click 'New Request' and select 'Report an Incident'
Provide Details
Fill in the incident form with clear, detailed information
Attach Evidence
Upload screenshots, error messages, or relevant files
Submit & Track
Submit your incident and receive a tracking number
Best Practices for Incident Reporting
✓ Do This
- Provide detailed, specific descriptions of the problem
- Include exact error messages or codes
- Attach screenshots showing the issue
- Mention what you were trying to do when the problem occurred
- Indicate how many users are affected
- Set appropriate priority based on business impact
✗ Avoid This
- Vague descriptions like "it's not working"
- Submitting duplicate incidents for the same issue
- Setting all incidents as "Critical" priority
- Forgetting to include contact information
- Using incidents for service requests or change requests
- Not responding to follow-up questions from IT support