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Matrix42 Self-Service Help Center

Managing Incidents


An incident is reported by a customer that does not belong to the standard operation of a service and actually or potentially causes an interruption or reduction of service quality. An incident is the first instance in service management for which the support employee creates a ticket. If the incident can be sorted out immediately, the ticket and the incident are closed. If it is not possible, the support employee can convert the incident into a problem or a change.

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