IT Incident Management

Template

Pipefy’s IT Incident Management Template is a step-by-step process especially designed to help you track and manage all the incidents reported by your company’s employees. Instead of using emails, forms, or spreadsheets, use this free template and manage your IT Incidents with Pipefy.
The main concept behind this template is ensuring that all information is stored, as well as organizing your tasks in a simple way by giving your team detailed instructions, walking them through every step of the process.

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Template structure

See how this template is structured. As this is just an example, you can customize it.

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  • 1. Requester

  • 2. Email

  • 3. Type of occurrence

    • Web
    • IT
    • Infrastructure
  • 4. Description

  • 5. Attachment

  • 6. Priority

Inbox

  • 1. Assignee

  • 2. Priority level

  • 3. What is the issue?

  • 4. Is it within our scope?

    • Yes
    • No

Analysis

  • 1. What is the category of the incident?

    • Request
    • Inquiry / Help
    • Software
    • Hardware
    • Network
    • Database
  • 2. Attachment

  • 3. Comments

  • 4. How is the issue going to be solved?

    • Customer Responsibility
    • Normalization (Validate Incident)
    • Technical Support
    • External Responsibility
  • 5. If External Responsibility has been selected, inform the contact's name.

  • 6. Describe here the reason why we need External Treatment.

  • 7. External Responsibility contact email

Technical Support

  • 1. Assignee

  • 2. Has the problem been solved?

    • Yes
    • No
  • 3. Comments

  • 4. What was the problem?

Customer Responsibility

  • 1. Did the customer answer the email?

    • Yes
    • No
  • 2. Has the problem been solved?

    • Yes
    • No
  • 3. Comments

External Responsibility

  • 1. Did the agent answer the email?

    • Yes
    • No
  • 2. Has the problem been solved?

    • Yes
    • No
  • 3. Comments

Validation

  • 1. Was the incident fully solved?

    • Yes
    • No
  • 2. Comments

Done

Out of scope

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