Sample use case

This tutorial uses the Incident management system as a use case. You set up and use the case management features based on the Incident management system.

1. The incident relates to an issue, such as a broken door, a broken cooker, or flooding within a property that is a managed service.

2. Triage the issue and determine severity to be critical, high priority, medium priority, or low priority, all of which impact the SLAs of the case.

3. Manage SLAs by triggering processes for highlighting or even self-healing the case.

4. Raise the case (through occupant) for multiple issues, triage and grade the case, start appropriate tasks (fragments or processes), and assign teams to address those issues. Synchronize and complete all these actions within the appropriate SLAs or through escalation management.

5. Manage metrics if more than three cases are raised in a week and escalate accordingly.