Incident Management Process
Incident Management Process General Description
Incident management process steps are as follows:
• Having specified characteristics of a new incident, the incident declarant should Submit the incident.
The incident approver receives an e-mail and the new incident appears with status "Submitted".
To specify the incident approver, see Specifying responsibilities within an entity.• When an incident has been submitted by its declarant, the incident approver can Request modifications of the incident which takes status "Project".
A e- mail is sent to the incident declarant.
• The Risk Manager can:
• Validate the incident, which takes status "Validated".
• Reject the incident.
• When a validated incident is considered as terminated, the Risk Manager can Close the incident, which takes status “Closed”.
See also Incident Workflow workflow definition diagram.Incident Management Process Steps
To view the incident workflow diagram, see Incident Workflow.Submitting incidents
You can submit the incident after specifying its characteristics.
To submit an incident:
1. See Accessing incidents.
2. Select the incident you want to submit and click Workflow > Submit.
If the incident declarer's entity has an "Incident Approver", the incident status switches to "To be approved" and it appears in the list of incidents to be approved by the approver. Otherwise, the incident status switches to "To be validated" and it appears in the list of incidents to be validated by the Risk Manager.
Approving incidents
After an incident has been submitted for approval, the user declared as Incident Approver in the entity responsibilities needs to approve the incident.
If there is no Incident approver declared on the entity, the incident goes straight to validation. See Validating incidents.To approve an incident:
1. Click Incidents.
2. Select the incident you want to approve and click Workflow.
3. Select one of the following transitions:
• Approve and submit: the incident status switches to "To be validated".
• Asks for modifications
• Reject
Validating incidents
When an incident has been created and submitted for approval, the Incident Approver of the declarer's entity can review, fill in more information if needed, and submit the incident for validation.
Only Risk Managers are authorized to validate incidents. To validate an incident:
1. Click Incidents.
2. In the drop-down list select Incidents.
The list if incidents for which you are responsible appears.
3. Select the incident you want to handle and click Workflow.
4. Select one of the following transitions:
• Validate: the incident status switches to "Validated".
• Asks for modifications
• Reject
Closing incidents
When the incident has been validated, the Risk Manager can decide that this incident will not be modified further, and therefore close it .
Only Risk Managers are authorized to close incidents. To close an incident:
1. Click Incidents.
2. In the drop-down list select Open incidents.
3. Select the incident you want to submit and click Workflow > Close.