3. Incident Management - Escalation

Escalation

Major Incidents are never created by end users while the Security Incidents in some cases can be generated directly by the user; the type change (for example from Incident to Major Incident) is performed by the operator and this action triggers automatic processes linked to the increase in the priority level, sending notifications to the service managers, correlation to Incidents that refer to the same problem.

Brain Business can represent a valid ally in the management of the automatisms described above.

Es. Escalation to Major Incident

The operator changes the type directly from the detail of the Incident; usually the escalation is performed on the first report received with respect to the problem.

In the 'Related Incidents' section, the operator can manually report subsequent open Incidents with the same problem.