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Incident/Service Request Workflow

The following figure describes the high-level Incident/Request workflow in the OOTB system.

Incident/ServiceRequest Workflow

Note: CSM uses several features to manage the Incident/Request workflow (ex: The Incident Form helps create and track Incidents, One-Steps help move an Incident through its workflow, Automation Processes notify stakeholders via e-mails, Dashboards notifies stakeholders and track metrics, etc.).


An Incident/Request typically involves the following contributors. Depending on your workflow and the size of your company, many of these contributors might be combined into one person:


The Incident/Request workflow is broken down into the following phases:

Incident and Service Request Phases

  1. Detect: Incident is detected (Portal, call, e-mail, automated). This phase is not tracked in CSM.
  2. Record: Creator logs a new Incident. Then, creator records the initial Who (Requestor), What (Description), and How (Call Source) details.
  3. Classify: Creator classifies the Incident (Service/Category/Subcategory, Priority, Major Incident, and CI).
  4. Investigate (Incident) or Fulfill (Request): Ownership is assigned. Owner investigates/diagnoses the Incident or fulfills the Request. (Owner creates/assigns Tasks to one or more Task owners, if needed.) When a resolution is diagnosed/fulfilled, owner resolves the Incident/Request (records resolution details and code).
  5. Resolve: Owner submits resolution to the Knowledge Base (as Knowledge Article). Owner can also close the record (to finalize the process) or reopen the record (to make changes).
  6. Closed: Closed Incident/Request can be searched and viewed, but not edited.


An Incident/Request progressing through the workflow encounters the following statuses:

Note: Incident/Request phases do not align with Incident/Request statuses.

Incident Status Workflow

  1. New: Incident/Request is being created, recorded (initial details), classified, and assigned to an owner.
  2. Assigned: Incident/Request has been assigned to an owner.
  3. In Progress: Incident/Request is being investigated/fulfilled and resolved by an owner.
  4. Pending: Incident/Request is temporarily paused (Stop The Clock).
  5. Resolved: Incident/Request has been resolved and is waiting to be closed.
  6. Closed: Incident/Request is closed.
  7. Reopened: Incident/Request is reopened because the issue was not fixed or reoccurred.

See Also

About Incidents and Service Requests