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The Process of an Incident
1. LOGGING - By default any user can log an incident. There are a number of ways to log an incident:<br> Employee Self Service Portal<br> Standard UI<br> <br><br> 2. CATEGORIZATION - Incident forms have fields for category and subcategory, which allow for easy classification of incidents. These categories can be used by the system to create automatic assignment rules or notifications.<br> 3. PRIORITIZATION: SNOW uses three metrics for determining the order in which incidents are processed. <br> <br><br> All three are supported by incident forms: Impact: The effect on business that an incident has. <br> Urgency: The extent to which the incident's resolution can bear delay. <br> Priority: How quickly the service desk should address the incident.<br> <br><br> Priority is generated from Impact and Urgency according to the following table:
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