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Articles in this section

  • Common problem analysis and diagnostic techniques
  • Key activities in the problem management process
  • Difference between reactive vs. pro-active problem management
  • Definition: Service Request
  • Definition: Proactive Problem Management
  • Incident Recording
  • Incident Filtering

Incident Filtering

  • June 14, 2015 13:23
  • Updated

Incident manager or a service desk agent should review and filter incidents before recording. Incident filtering guidelines should be clearly documented and communicated to all service desk agents.

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Related articles

  • Difference between reactive vs. pro-active problem management
  • Key activities in the problem management process

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