Skip to main content
Matrix42 Self-Service Help Center

Managing Incidents

Overview

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.

  • Was this article helpful?