An incident is where a customer indicates that service needs to be provided at a location, e.g. something is broken or something needs to be installed.

Incidents can have different impacts:

• Very high impact
• High impact
• Medium impact
• Low impact
• Very low impact
• Not applicable

Incidents can be of different types:

• Change request
• Malfunction
• Other

Incidents can have different resolutions:

• The matter was resolved
• No appropriate action could be taken to resolve the matter
• The matter as reported does not exist or is otherwise invalid
• Something else

Service to resolve an incident must be executed within the appropriate service level.

Incidents can have different states:

• New: incident is newly-created. This is a sort of start state
• Assigned: incident is accepted and has an open work order
• Hold: incident is on hold
• Replaced: incident is replaced. This is a sort of final state
• Dismissed: incident is dismissed. This is a sort of final state
• Review: incident is under review by management
• Back office: incident is being processed by the back office
• Closed: incident is closed. This is a sort of final state

Incidents have some rules around states:

• An incident that has an open work order can only be in assigned state
• An incident automatically gets the assigned state when a work order is opened
• An incident that has no open work order can not be in assigned state
• An incident automatically gets the review state when no work order is open anymore
• Only managers can change the state of an incident

When saving an incident its project must match its location, in other words: the customer that owns the chosen location must be the customer (or one of the customers) to which service is provided under the chosen project.