Annex 5C: Data requirements for service Incident records

The following data should be recorded during the Incident life-cycle:

• unique reference number
• Incident classification
• date/time recorded
• name/id of the person and/or group recording the Incident
• name/department/phone/location of User calling
• call-back method (telephone, mail etc.)
• description of symptoms
• category (often a main category and a subcategory)
• impact/urgency/priority
• Incident status (active, waiting, closed etc.)
• related Configuration Item
• support group/person to which the Incident is allocated
• related Problem/Known Error
• resolution date and time
• closure category
• closure date and time.

To have control during the complete Incident life-cycle, for every action is recorded:

• name/id of the support group or person recording the action
• type of action (routing, diagnose, recovery, resolving, closing etc.)
• date/time of action
• description and outcome of action.