Not sure if this is whqat you are refering to. But here goes:Typical steps in an incident process. Recieving--Incident is reported Validating--incident verified as valid for the help desk to address Logging--ticket entered into an incident application Screening--determine symptoms Prioritizing--determine importance of incident Assigning--handle or escalate Escalating--refering to higher level tier Resolving--problem resolved Closing--logging resolution and changing ticket status Hope this helped.
