Usage and admin help
What are incidents?
Incidents is a ticket category that deals with unplanned events that disrupt or reduce the quality of your service (or threaten to do so). An example of an incident might be a specific instance of application or hardware malfunction such as data issues or network failures.
An incident can also be escalated to a major incident if it represents a critical disruption to a service that requires an emergency response.
The goal of the Incidents category is to minimize the impact of these issues on business operations, whilst reducing the time to resolution and a return to business-as-usual.
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