Analyst - Tier 1/ Support Teams - Tier 2 If unable to verify a decision a decision to pend will be made based on the 1.7.6 Service Desk pending criteria as stated in the Incident Management policy Pending – Analyst - Tier 1/ Statement Support Teams - If yes proceed to Incident Management Pending Procedure. Tier 2 If no, procedure to step 1.7.7. If they have been validated, go to step 1.7.8. 1.7.7 Service Desk Analyst - Tier 1/ If they have not been validated, execute the Computing Division Incident Support Teams - Management Incident Restoration Procedure. Tier 2 1.7.8 Service Desk Update incident details. Analyst - Tier 1/ Review the documented resolution for validity. Support Teams - Search the incident database for additional incident reports and other Tier 2 pertinent information. Update categorization and correct as necessary. Ensure that the correct CI(s) are listed. Analyze the information using the Computing Division Incident Management Process and Computing Division Problem Management Process. Close the incident. 1.7.9 Service Desk Analyst - Tier 1/ Support Teams - Tier 2
Analyst - Tier 1/ Support Teams - Tier 2 1.7.6 Service Desk Analyst - Tier 1/ Support Teams - Tier 2 If unable to verify a decision a decision to pend will be made based on the pending criteria as stated in the Incident Management policy – Pending Statement If yes proceed to Incident Management Pending Procedure. If no, procedure to step 1.7.7. 1.7.7 Service Desk Analyst - Tier 1/ Support Teams - Tier 2 If they have been validated, go to step 1.7.8. If they have not been validated, execute the Computing Division Incident Management Incident Restoration Procedure. 1.7.8 Service Desk Analyst - Tier 1/ Support Teams - Tier 2 Update incident details. Review the documented resolution for validity. Search the incident database for additional incident reports and other pertinent information. Update categorization and correct as necessary. Ensure that the correct CI(s) are listed. Analyze the information using the Computing Division Incident Management Process and Computing Division Problem Management Process. 1.7.9 Service Desk Analyst - Tier 1/ Support Teams - Tier 2 Close the incident.