Incident Management

Incidents can hold affected services, severity, timeline, responsible team, updates and resolution notes. An incident may link several support tickets that share one cause. It differs from a routine request because coordinated response and communication become important when service is disrupted.

IT registers the disruption and assigns the incident owner. The team records investigation and recovery actions while approved updates inform affected users. Restoration closes the immediate incident, and a later review assigns follow-up actions to address the cause or response gaps.

SFn can configure severity rules, response roles and update templates. Help desk and service records may be connected. Alert-provider integrations and incident communications need explicit permissions, with retrospective findings separated from unverified assumptions during the response.