What is a support incident?
• An incident is a single reproducible issue that focuses on one aspect of the Casper Suite and can be identified by isolating specific symptoms. • If an incident can be broken down into subordinate issues, each issue will be handled as a separate incident. • A reproducible incident is any problem that can be re-created on JAMF Software systems. • A single incident may include multiple contacts, including emails, phone communication, and any other transfer of information that is necessary to reproduce the problem at JAMF Software. • Any issue that is determined to be caused by a software bug or error in documentation will not be considered an incident.
Related Questions
- Under ITIL v2 my organization started with service support processes such as incident, problem and change management. Does that change with ITIL v3?
- How can geospatial technologies support a Common Operational Picture (COP) for state and local incident response?
- Does BADGE SE support NIBRS (National Incident Based Reporting)?
