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Investigate/Fulfill Phase

Incident Workflow Bar Investigate Phase

After the Incident is classified, the Incident automatically enters the Investigate phase (Fulfill phase if it is categorized as a Request).

The following actions are completed during the Investigate phase:

  1. Creator assigns record ownership to himself or another User/Team.
  2. Owner begins work.
  3. Owner completes the Specifics form and develops a resolution (investigates/diagnoses the Incident or fulfills the Request).
  4. Owner develops a resolution, and then resolves the Incident.
  5. Owner records the resolution Details and Cause Code.

    Incident - Investigate Phase

    Incident - Investigate Phase

    The Incident then enters the Resolve phase.

See Also

Incident/Service Request Workflow

Record Phase

Classify Phase

Resolve Phase

Closed Phase