Incident Triage

Overview

Use this skill to classify incoming incidents, validate priority, select an assignment group, and document the triage decision.

Prerequisites

• Read and update access to incident records
• Read access to assignment groups
• Knowledge of the organization’s impact, urgency, and escalation rules

Procedure

Step 1: Identify Incidents Requiring Triage

Query for active incidents that are unassigned or in "New" state.