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A support incident is defined as a single support issue and the reasonable effort needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate issues. If a problem consists of subordinate issues, each shall be considered a separate incident.it is divided into two parts.Part 2 will be covered in this course.IntroductionThe following priorities are available:Business Impact for Incident PrioritiesPriorityBusiness ImpactVery HighCritical business processes are affected and crucial tasks cannot be carried out. The incident requires immediate attention because it could result in business downtime for the organization. Security-related incidents must always be assigned this priority.HighKey business processes are affected and important tasks cannot be carried out. The incident requires prompt attention because it could delay business processes.MediumBusiness processes are affected, but the incident has only a minor impact on business productivity.LowThe issue has little or no effect on business processes.Incident statuses:The status of an incident changes depending on the actions performed on it by the requester, you as the processor, and your provider if you forward the incident to him or her. The statuses visible to you differ slightly from those visible to the requester. The following statuses are visible to you as the processor of the incident:Incident Status DescriptionsStatusDescriptionNewThe incident has recently been reported and has not yet been taken over for processing.In ProcessThe incident is being processed.In Process - Provider ActionThe processor has forwarded the incident to the provider, from whom action is now required.In Process - Requester ActionAction is required on the part of the requester of the incident.In Process - Solution ProposedA solution has been proposed to the requester, from whom action is now required.In Process - ReopenedThe requester has rejected a proposed solution and the incident requires further action on the part of the processor.Completed - Solution AcceptedThe requester has accepted a proposed solution and the incident is resolved from his or her point of view.Completed - Solution RejectedThe requester has rejected a proposed solution, but has canceled the incident because it is no longer valid or has been solved by other means, or the processor has completed the incident on behalf of the requester after the requester rejected the proposed solution.CompletedThe requester has canceled the incident, the processor has completed the incident on behalf of the requester, or no changes have been made to the incident for 14 days and it has been completed automatically.ClosedThe processor has closed the incident after the requester canceled it or after the incident was completed automatically because no changes were made to it for 14 days.Closed - Solution AcceptedThe processor has closed the incident after the requester accepted a proposed solution.For information about the statuses visible to the requester, see Track Your Incidents in the Tasks section of the documentation on Working with Incidents.SUPPORT or IMPLEMENTATION PROJECT LEARNING for DEFECT OR BUG LIFE CYCLE18 real time incidents learning for Part 2A support incident is defined as a single support issue and the reasonable effort needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate issues. If a problem consists of subordinate issues, each shall be considered a separate incident.try many more for learning, welcome to happy learning.

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