Incident Lifecycle

The lifecycle of an incident consists of the seven states shown below. The main tasks performed in each state are listed under the state.

Submit State

In the Submit state, any user can submits an incident. When the incident is promoted to the Evaluate state, a trigger is fired notifying the Product Manager who owns the product of the newly created incident.

Evaluate State

In the Evaluate state, a Software CCB Coordinator, System Transition Manager, or System Conversion Manager evaluates the incident. Triggers are fired when promoting from this state to:

• ensure that the incident has been assigned to a person
• ensure that an impact analysis has been done
• notify CCB Board members of their assignment.

Review State

In the Review state, a Software CCB Coordinator, System Transition Manager, or System Conversion Manager reviews the impact analysis made for the incident. A trigger is fired when promoting from this state notifying all related Incident Assignees of their assigned incident.

Assign State

In the Assign state, assignees work on the incidents. A System Transition Manager or System Conversion Manager reviews incident and if it passes, promotes it to the Implement state.

Implement State

In the Implement state, the change is included in whatever sector required. A System Transition Manager or System Conversion Manager promotes the reviewed incident to the Validate state.

Validate State

In the Validate state, the change is checked to ensure that it is complete and has not introduced any new problems. A System Transition Manager or System Conversion Manager validates the change and promotes to the next stage. Triggers are fired when promoting from this state, notifying the owner of the incident that the incident is now closed and promoting the related Impact Analysis object to the complete state.

Close State

In the Close state, a System Transition Manager or System Conversion Manager adds comments and closes the incident.