Incidents

What are Incidents?

An incident is an unplanned interruption to a service or a reduction in the quality of a service. Examples include a server going offline, a network outage, a software crash affecting users, or degraded application performance. Incidents are one of the three ticket types in Anzen's ITSM module.

Status Workflow

When an incident is reported, it starts as New. A team member then acknowledges it, moving it to Acknowledged — this signals that someone has taken ownership. The assignee begins actively diagnosing the problem, changing the status to Investigating. Once the issue is fixed, the incident is marked as Resolved and a resolution timestamp is recorded. Finally, after confirming the fix is effective, the incident is formally Closed.

Triage: Priority, Impact, and Urgency

When an incident is created, it is triaged using three dimensions:

• Priority — the overall importance: critical, high, medium, or low.
• Impact — how widespread the effect is (e.g. one user vs. an entire department).
• Urgency — how quickly the incident needs to be addressed.

Together, impact and urgency inform the priority. A high-impact, high-urgency incident would typically be classified as critical priority.

Reporter and Assignee

The reporter is the user who raised the incident — this could be an end-user via the service portal or an IT team member via the management interface. The assignee is the user responsible for investigating and resolving the incident.

Resolution

When an incident is marked as Resolved, a resolution timestamp is automatically recorded. This enables tracking of resolution times and SLA compliance. After resolution, the incident can be formally Closed once the fix is confirmed.

Ticket Number

Incidents receive ticket numbers in the format INC + year + sequential number, for example INC2026000001. See Tickets for more on the shared ticket structure.