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It specifies how to configure multi-channel access including support email, self-service portal, and service desk mobile app, and how to manage user profiles and scopes. It also outlines incident form customization, automated classification and round-robin assignment, realistic SLA policies, CMDB asset associations, knowledge base enablement, notifications across channels, canned responses, CSAT surveys, RCA via problem tickets, and automated or manual closure rules.",{"@graph":63,"@context":118},[64,80,101],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":51,"@type":70,"position":76},"https://docshare.wps.com/template/general/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/it-incident-management-checklist/307081/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/it-incident-management-checklist/307081.png","ImageObject",442,249,{"name":88,"@type":89},"Gloria","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-09-20","2026-09-19",true,{"@type":98,"interactionType":99,"userInteractionCount":73},"InteractionCounter",{"@type":100},"ViewAction",{"@type":102,"mainEntity":103},"FAQPage",[104,110,114],{"name":105,"@type":106,"acceptedAnswer":107},"How should incidents be logged and what channels can users use?","Question",{"text":108,"@type":109},"Use support email, personalize a self-service portal, and activate the service desk mobile app so users can raise tickets and agents can handle them on the move.","Answer",{"name":111,"@type":106,"acceptedAnswer":112},"How is incident prioritization determined and configured?",{"text":113,"@type":109},"Define multiple realistic SLA policies, set escalation rules for SLA violations, and use a priority matrix based on impact and urgency values captured at reporting time. Automation can set priority using attributes such as issue type and requester role.",{"name":115,"@type":106,"acceptedAnswer":116},"How are investigation, resolution, and closure handled in this checklist?",{"text":117,"@type":109},"Associate the right CI (asset) to the ticket and use auto-discovery, maintain asset relationships, and integrate a knowledge base for timely solution articles. Configure notifications and canned responses, trigger resolution emails, run a CSAT survey, link unresolved issues to problem tickets for RCA or change tickets for patches, then close tickets via automation rules or end-user/self-service confirmation.","https://schema.org",{"og:url":78,"og:type":120,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":122,"canonical":78},"index,follow",{"doc_id":124,"site_id":56},307081,1789843846,{"code":4,"msg":5,"data":127},{"doc_id":124,"user_id":128,"nickname":88,"user_avatar":129,"doc_module":9,"category_id":50,"category_name":51,"doc_title":59,"doc_description":61,"doc_content":130,"file_id":131,"file_url":132,"file_type":133,"file_size":134,"view_count":73,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":135,"language":136,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":137,"faqs":138,"seo_title":139,"seo_description":61,"update_tm":125,"read_time":76},2336474459895,"https://ap-avatar.wpscdn.com/avatar/22000baeef7a5ed0655?x-image-process=image/resize,m_fixed,w_180,h_180&k=1786071322749376916","Checklist for setting up Incident management  \nLogging an Incident  \nChannels  \n Conﬁgure support email addresses to which employees can send emails about IT issues.  \n Personalize self-service portal to resonate with your end users.  \n Activate the service desk mobile app to enable users to raise tickets and agents to handle these tickets even when on the move.  \nWhy? -Multi-channel support expands the scope of being available anytime and accessible from anywhere  \nUser management  \n Managing users’ proﬁle including agents & requesters can be done either manually or automatically using one of the following ways:  \n CSV bulk import  \n Active Directory integration  \n Third party identity provider integration  \n Assign the right scope of access (global or restricted) and role (admin/supervisor/agent) to restrict visibility and access to sensitive tickets.  \nWhy? - Having user proﬁle information within the service desk gives a better context whenever a ticket is raised.  \nClassifying an Incident  \nForm customization  \n Customize incident form template to capture the right information.  \n Conﬁgure dynamic ﬁelds to cater to multiple departments.  \nWhy? -Improves FCR, reduces back & forth interactions and identiﬁes the right agent/group to whom the ticket should be assigned.  \nAuto-assignment  \n Automate ticket classiﬁcation & assignment based on ticket using workﬂows.  \n Enable round robin ticket assignment for workload distribution.  \nproperties  \nWhy? -IT Automation is an eﬃciency booster and eliminates redundant activities such as ticket assignment.  \nPrioritizing Incidents  \nRealistic SLA deﬁnition  \n Create multiple SLA policies when more than one group is onboarded into service desk.  \n Deﬁne escalation rules to address SLA violations so that agents working on the tickets get notiﬁed on/before time.  \nWhy? - SLA impacts productivity and employee satisfaction  \nPriority matrix  \nDeciding impact (the eﬀect an incident will have on service levels) and urgency (used to determine how soon an incident should be resolved) determine the priority of a particular ticket.  \n Let end users input impact & urgency values at the time of reporting a ticket. Priority matrix deﬁnition decides the priority of a ticket based on these two values.  \n Use automation capabilities to set the priority based on attributes such as issue type, requester title. For eg: If CEO of your organization raises an incident, it get the highest priority.  \nWhy? - Assigning the right priority to tickets has a direct impact on meeting the SLA and addressing business critical issues on time.  \nInvestigation and diagnosis  \nCMDB  \n Associate the right CI (asset) to the ticket, which is causing the incident or being impacted. This gives a better context during incident handling.  \n Use auto-discovery mechanisms to populate assets.  \n Maintain asset relationships with one another so that diagnosis becomes easier.  \nWhy? - This helps in analysing the root cause and reducing MTTR  \nKnowledge base  \n Integrate knowledge management within incident management to prompt solution articles at the right time.  \n Add visual elements such as images, videos to increase adoption of knowledge base.  \n Categorise the articles under relevant folders.  \nWhy? - Maintaining a rich repository of knowledge base articles enables agents and end users to ﬁnd solutions easily for frequently occurring issues and also improves FCR.  \nNotiﬁcations  \n Personalize email templates for sending notiﬁcations by including dynamic placeholders. Notiﬁcations for incidents include status (resolved, closed), SLA related, agent to agent interaction, assignment, new comments.  \n Automate the process of sending notiﬁcations based on certain conditions.  \n Conﬁgure notiﬁcations through multiple channels such as email, mobile push alerts, SMS etc.  \nWhy? - To stay informed and take quick actions  \nResolution  \nConﬁgure canned responses (templates) to send quick replies.  \n Automate email notiﬁcation that has to be","cbCaibx3f9Po1YiL","https://ap.wps.com/l/cbCaibx3f9Po1YiL","pdf",190486,7,"English","# Incident management setup\n# Logging an incident\n# Channels\n# User management\n# Classifying an incident\n# Form customization\n# Auto-assignment\n# Prioritizing incidents\n# Investigation and diagnosis\n# CMDB\n# Knowledge base\n# Notifications\n# Resolution\n# Closure","[{\"question\":\"How should incidents be logged and what channels can users use?\",\"answer\":\"Use support email, personalize a self-service portal, and activate the service desk mobile app so users can raise tickets and agents can handle them on the move.\"},{\"question\":\"How is incident prioritization determined and configured?\",\"answer\":\"Define multiple realistic SLA policies, set escalation rules for SLA violations, and use a priority matrix based on impact and urgency values captured at reporting time. Automation can set priority using attributes such as issue type and requester role.\"},{\"question\":\"How are investigation, resolution, and closure handled in this checklist?\",\"answer\":\"Associate the right CI (asset) to the ticket and use auto-discovery, maintain asset relationships, and integrate a knowledge base for timely solution articles. Configure notifications and canned responses, trigger resolution emails, run a CSAT survey, link unresolved issues to problem tickets for RCA or change tickets for patches, then close tickets via automation rules or end-user/self-service confirmation.\"}]","IT Incident Management - checklist | PDF"]