About incident types

Article:HOWTO83455  |  Created: 2013-01-22  |  Updated: 2013-04-18  |  Article URL http://www.symantec.com/docs/HOWTO83455
Article Type
How To


About incident types

You can use incident types to indicate the general nature of an incident. When support technicians use the advanced incident form to submit an incident, they can provide an incident type. An incident type is not required to submit an incident.

The incident type can be modified anytime an incident is worked. However, if an incident type has not been provided, the support technician must provide an incident type when the incident is resolved.

ServiceDesk contains a set of predefined incident types that are ready to use. If necessary, you can add to or delete the default incident types. You can edit the incident types in the Process Manager portal on the Application Properties page.

The incident type lets you select a type that best indicates the general nature of the incident.

The default incident types are as follows:

  • How To

  • Break Fix

  • Add or Install

  • Change or Move

  • Backup

  • Authorize or Approve

  • Delete or Remove

  • Request

See Creating and deleting incident types

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Article URL http://www.symantec.com/docs/HOWTO83455

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