Incident
The Incident issue type was introduced as part of VIP-119 in December 2021.
Definition
An unplanned interruption or reduction in quality of a VSHN IT service. We don’t handle incidents for unmanaged services → Support Request. Classified in the scope of the VSHN Triage process together with the customer. After classification, the severity level of the incident may not be modified anymore. The Incident is "Done" when the service is restored to the state from before the incident, regardless of whether the problem causing it has been solved. For bigger Incidents, a post-mortem or Incident Report is created, after the incident is closed. Further analysis and addressing the root cause of the Incident is done in a Problem task after the Incident is closed.
States
| State | Meaning | Notes |
|---|---|---|
Untriaged |
Needs to be triaged by 1st Ops. |
|
Selected |
Going to be worked on next. |
|
In Progress |
Currently being worked on. |
|
Waiting for Customer |
We can’t work on this task as we the customer needs to do something first (test, give feedback, answer a question) but the task isn’t considered done from our side yet. |
|
Internal Review |
The issue is done (all task deliverables completed) and should be reviewed by a VSHNeer before closing. |
Do not change the assignee, but mention the one you’re waiting for |
Done |
Finished. Nothing can be done anymore on this issue. |
The issue can be re-opened and set back to in-progress if needed. If it’s a different issue, create a new ticket. |